IT Specialist
- Coral Gables, FL
- Permanent
- Full-time
ResponsibilitiesThe IT Specialist is responsible for responding to inquiries and requests for assistance with the organization's computer systems and/or peripherals.This is a Hybrid RolePay $23-25hr.Essential Duties and Responsibilities:
- Incident analysis and resolution
- Logs all service desk calls or email requests into the Incident Management System (ServiceNow), assign, update, and resolve incidents as needed
- Analyzes and resolves incidents with a goal of 90% first call resolution
- Supports at a minimum Microsoft Office, Windows OS, and Remote Access.
- Direct Service Desk Requests
- Completes requests for Password Resets, User Provisioning, so a request and implementation, printer mapping and support
- Logs all service desk email requests into Incident Management System (ServiceNow)
- Incident prevention and continuous process improvement (When time permits)
- Investigate causes, tests solutions, and puts solutions in place to reduce calls to the service desk
- Fixes causes, not just solutions. Works to eliminate recurring issues and reasons to call.
- Promotes effective use of technology.
- Watches for trends that indicate potential incidents and then escalates the issue or concerns before they happen.
- Customer service
- Must learn to think of the customer as the most important part of the job.
- Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior.
- Promotes a professional service desk image and sells the value of the service desk.
- Understanding service desk priorities and objectives and taking an active role accomplishing these objectives
- Participates in othe I&O teams
- Reviews ITS Morning meeting results and upcoming changes with goals of knowing what is going into production and what could cause problems Tries to identify possible problem areas or communication needs.
- Passes feedback from customer to the end user.
- Communications: keeps peers and End User/Alt End User informed of trends, siginficant problems, unexpected delays and anything new in the environment.
- Keeps customers informed of global problems, scheduled downtime or anything that affects the computing environment.
- Keep customers informed of progess on problems that cannot be resolbed on first call.
- Training: Keeps current on all technology used in the environment supported]
- Takes training that continues to develop interpersonal skills.
- You have a track record of completing work with a high level of quality
- You have a knack for figuring out hard problems and enjoy a hands-on approach to your work
- Are proficient in Microsoft office suites.
- Have excellent oral and written communication skills.
- Have excellent time management, organizational planning, and problem-solving skills.
- You follow instructions, respond to management direction, and keep commitments.
- Strong leadership and project management skills.
- Able to manage, establish, and communicate clear goals and objectives.
- 401(k) with company match
- Employee Stock Purchase Plan (ESPP)
- Life insurance
- Short-term and Long-term disability
- Medical, dental and vision insurance
- Dependent care and medical flexible spending accounts
- Employee Assistance Program (EAP)
- Paid time off
- Paid holidays
- Family and medical leave
- Bereavement leave