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IT Support Specialist

$55,682 - $70,158/Yr

Michael Baker International - Indianapolis, IN

posted 2 months ago

Full-time - Entry Level
Indianapolis, IN
51-100 employees
Professional, Scientific, and Technical Services

About the position

The IT Support Specialist provides essential support to end users for computer hardware and software issues, ensuring prompt service response through various channels. This role involves troubleshooting, ticket management, and collaboration with other IT teams to resolve incidents and support requests efficiently.

Responsibilities

  • Create, update, and close tickets for support requests.
  • Provide first response to all support requests through phone, web tickets, email, and walk-ups.
  • Determine impact and urgency of incidents to prioritize support requests.
  • Perform initial triage and troubleshooting of all tickets across knowledge domains.
  • Resolve tickets within scope using experience, knowledgebase, or peer collaboration.
  • Escalate unresolved requests to IT Support Specialists II and/or III.
  • Document all actions taken in attempts to resolve tickets and escalate as necessary.
  • Record outages in the ticketing system and communicate appropriately.
  • Provide instructional training to end users on hardware and software solutions.
  • Manage and deploy hardware and software solutions for employees.
  • Maintain a structured knowledgebase of solutions and knowledge.
  • Validate employee compliance with IT policies during tasks.
  • Collaborate with HR and Management during employee onboarding/offboarding procedures.
  • Provide routine on-call after-hours support.
  • Support general audio/video and web conferencing needs.
  • Work with hardware vendors for equipment replacement or repair.
  • Provide minimal server, network, and VOIP hardware support.
  • Maintain MDF/IDF areas and manage hardware purchasing and order reconciliation.
  • Maintain accurate inventory of computer hardware assets using SNOW, SCCM, and MAC forms.
  • Manage the hardware life-cycle process including reclaiming, repurposing, and decommissioning hardware assets.

Requirements

  • 0-4+ years of related experience in IT support.
  • Two-year degree in Computer Science, Information Systems, or related field; applicable experience accepted in lieu of degree.
  • Strong customer service, time management, and organizational skills required.
  • Ability to collaborate with multiple technology teams such as IT Security, Server, and VOIP teams.
  • US Citizenship required.

Nice-to-haves

  • Experience with Mac Operating Systems and iOS.
  • Experience with Powershell Scripting.
  • ITIL Foundational Certification.

Benefits

  • Competitive hourly wage ranging from $26.77 to $33.73.
  • Opportunities for professional development and training.
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