It Support Specialist

TEKsystems - Owings Mills, MD

Full-time - Mid Level

Owings Mills, MD

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The IT Support Specialist will play a crucial role in ensuring the smooth operation of all employee computers and endpoint devices within the organization. This position involves troubleshooting both software and hardware issues, as well as managing an IT support ticketing system to streamline support requests. The specialist will also be responsible for providing IT support during major events held at M&T Bank Stadium, including concerts, soccer games, college football, and NFL events. The ideal candidate for this role will be a self-starter who possesses excellent technical skills in IT, strong interpersonal abilities, and a proficiency in critical thinking and problem-solving. In this role, the IT Support Specialist will serve as the primary point of contact for technical support, ensuring that all employee requests and incidents are logged and addressed through a ticketing system. The specialist will establish and monitor Service Level Agreements (SLAs) and metrics to measure the performance of the service desk, focusing on response times, resolution times, and overall customer satisfaction. Additionally, the specialist will implement IT service management practices based on industry standards such as ITIL and ITSM, ensuring that the organization adheres to best practices in IT support. The position will also involve documenting and updating training guides for the knowledge base, administering various components of Microsoft Office 365 and Azure Active Directory, and maintaining an inventory of all hardware endpoint devices. The IT Support Specialist will create and maintain documentation, including troubleshooting guides and standard operating procedures, to facilitate efficient IT operations. Furthermore, the specialist will analyze trends in support requests to proactively prevent future issues and will ensure compliance with organizational IT policies by monitoring software installations on devices. Other duties may be assigned as necessary to support the IT operations of the organization.

Responsibilities

• Support all employee computers and endpoint devices.
• Troubleshoot software and hardware problems.
• Manage an IT support ticketing system.
• Provide IT support for major events at M&T Bank Stadium.
• Serve as the point of contact for technical support to all employees.
• Log all requests and incidents through various channels (Phone, text, email, IM, in person).
• Establish and monitor Service Level Agreements (SLAs) and metrics for service desk performance.
• Document and update training guides for knowledge base for internal teams and end users.
• Administer various components of Microsoft Office 365 & Azure Active Directory.
• Maintain inventory of all hardware endpoint devices.
• Create and maintain documentation including troubleshooting guides and IT standard operating procedures.
• Install, configure, and troubleshoot software and hardware.
• Analyze trends to proactively prevent future problems.
• Ensure compliance with organizational standard operating procedures and IT policies.

Requirements

• 5-10 years of professional IT experience.
• Excellent customer service skills.
• Strong professionalism and interpersonal skills.
• Proficiency in critical thinking and problem solving.
• Experience with Office 365, Microsoft Teams, Intune, Active Directory, Windows 10, Windows 11, audiovisual systems, Apple iOS, Apple OS, and mobile devices.