Senior IT Specialist, Enterprise Technologies

Responsibilities

• Essential duties and responsibilities include the following.
• Responds to requests for technical assistance in person, via phone, and / or electronically.
• Diagnoses and resolves desktop, hardware and software / Applications issues.
• Researches questions using available information resources.
• Advises user on appropriate actions
• Manage personal and team ticket queue.
• Redirects problems to appropriate resources.
• Identifies and prioritizes situations requiring urgent attention
• Documents resolutions and updates knowledgebase
• Determine whether problem is caused by hardware such as a headphone, modem, printer, cables, external device or telephone
• Handle problem recognition, research, isolation, resolution and follow up for routine users, referring more complex problems to supervisors or technical staff.
• Analyze and evaluates incident reports and makes recommendations to reduce help line incident rate.
• Contact software and hardware vendors to request service regarding defective products.
• Install personal computers, software and peripheral equipment.
• Provide end user systems setup and access.
• Daily monitoring / checks
• IT Asset Inventory Management.
• AV systems support.
• Logging of noted issues
• Other duties as assigned

Qualifications

Preferred Qualifications

Skills Required

Cloud Computing, Database Management, System Integration, Network Security, Itil Framework