IT Specialist

You will provide Tier II help desk support to resolve technical incidents and service requests for the end-user community.

Responsibilities

• Resolve escalated Remedy tickets through remote tools like SCCM or via desk-side visits.
• Troubleshoot issues involving Windows operating systems, Active Directory, and Microsoft Office Suite.
• Manage hardware and software deployments to fulfill user requests.
• Maintain accurate Remedy work logs and update asset management information for hardware and software changes.
• Create and revise Standard Operating Procedures (SOP) to document resolutions.
• Collaborate with Network Engineering, Server Operations, and Security teams to resolve complex requests.

Required Skills

• 1-2 years of experience in a technical Help Desk environment.
• 1-2 years of experience working within an Active Directory environment.
• 1-2 years of experience troubleshooting Windows 10 and Windows 11.
• 1-2 years of experience supporting Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio, and Project).
• 1-2 years of experience with Citrix, VPN, mobile devices, and 2-Factor Authentication.
• Proficiency with Internet Explorer and Java.
• Hands-on experience with PC hardware components including hard drives, power supplies, and motherboards.
• Strong oral and written communication skills.
• Technical degree or relevant professional certification.

Preferred Skills

• Experience with LAN/WAN connectivity, troubleshooting, design, and documentation.