Volt - Wausa, NE
posted 5 months ago
Volt is seeking an IT Support Specialist to join our team in Wausa, NE. In this role, you will provide essential support services to both internal and external users, addressing a variety of software, applications, hardware, and telecommunications issues. Your primary responsibilities will include troubleshooting core banking applications, Microsoft applications, and hardware errors, as well as resolving operating system issues. You will be tasked with collecting information, opening tickets, performing triage, and either resolving or escalating issues related to new hardware/software requests, network problems, application software, and telecommunications to the appropriate staff members. As an IT Support Specialist, you will assist users with core banking applications and standard software, including Windows and MS Office. You will be responsible for answering, evaluating, and prioritizing incoming requests for assistance via telephone, voicemail, email, and the Self Service site. Additionally, you will maintain the Technical Support Software (HEAT) by identifying trends and accurately capturing details to enhance the incident management function, thereby improving IT processes and systems through precise reporting. You will also create and update documentation on established Technical Support procedures, problem resolution steps, and escalation procedures, making recommendations to management for necessary updates and changes. Your role will involve identifying and troubleshooting hardware, software, operating system, mobility, and telecommunication issues. You will be responsible for installing, configuring, troubleshooting, and resolving incidents related to networking and desktop environments, including LANs, WANs, remote access, and VPNs. Utilizing remote access tools, you will perform diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures. Furthermore, you will be responsible for performing installations and configuring computers and laptops using standard processes and tools. As part of a 24X5 global support team, you may be required to be on-call during specific times or projects and will escalate complex problems to higher levels of expertise within the organization.