Customer IT Support Specialist I

Honeywell International - Albuquerque, NM

Full-time

Albuquerque, NM

Computer and Electronic Product Manufacturing

About the position

The Customer IT Support Specialist I is responsible for providing exceptional service and timely responses to IT support requests from customers. This role emphasizes creating and maintaining high-quality customer experiences across various support channels, including in-person, email, chat, and phone correspondence. The specialist will troubleshoot and resolve IT-related issues, assist in training, and manage IT assets to enhance overall customer support.

Responsibilities

• Perform customer support, training, and troubleshooting activities for various IT services.
• Interact with customers to troubleshoot and resolve hardware, software, and process-related problems via phone, chat, email, or in-person.
• Escalate issues requiring detailed analysis to more experienced personnel.
• Receive and record customer inquiries regarding IT-related problems and services.
• Notify customers when problems have been resolved and log closure entries.
• Assist in evaluating and recommending improvements for hardware, software, processes, and services.
• Perform Asset Management activities, including identifying and labeling new IT assets and documentation.
• Conduct periodic audits with internal and external auditors.
• Complete customer support tasks and assignments given by senior personnel.
• Coordinate assistance for complex technical support areas.
• Organize and conduct training activities for various capabilities.

Requirements

• 5 years of experience required.
• High School Diploma required.
• Ability to obtain and maintain a U.S. Department of Energy (DOE) security clearance.
• Regular and reliable attendance is essential.
• Ability to travel up to 10% of the time.
• Ability to work on-site as directed by management.

Nice-to-haves

• Associate degree in a computer-related field or equivalent IT work experience.
• Demonstrated experience using ServiceNow's ticketing system in a medium to large size company.
• General knowledge of desktop computer systems.
• Beginner to intermediate skills for identifying and resolving technical problems.
• Skill in using operating system software and utilities.
• Effective communication, interpersonal, and customer-service skills.