IT Support Specialist
Clearwater Analytics - Seattle, WA
posted 3 months ago
About the position
The IT Support Specialist plays a crucial role in ensuring that employees have the technical support they need to perform their jobs effectively. This position is responsible for coordinating, diagnosing, and troubleshooting incoming issues from employees, providing essential support services for various technical challenges related to desktop, laptop, and network services. The specialist is expected to ensure prompt resolution of issues or escalate them to the appropriate technical personnel when necessary. They will also keep both management and end-users informed about the status of their cases, contributing to the overall efficiency of the IT support team. In addition to direct support, the IT Support Specialist will be involved in the development, documentation, and implementation of standard operating procedures and customer service guidelines relevant to IT support. This role requires a proactive approach to resolving escalated employee issues and incidents, ensuring that all tasks are completed in a timely manner. The specialist will also assist new hires with their setup, tools, and best practices, ensuring a smooth onboarding process. The position involves various responsibilities, including assembling workstations, maintaining inventory, and installing IT equipment. The IT Support Specialist must maintain a clean and safe work environment while executing key deliverables that may require off-hour support. This role is essential for maintaining the quality and reliability of the systems they support, making it a vital part of the IT operations team.
Responsibilities
- Provides first tier IT support to employees and business resolving simple problems and tickets as a member of the Help Desk Team.
- Responds to escalated employee issues and incidents in a proactive, timely fashion.
- Completes basic tasks and projects supporting IT operations in delivering systems and features that provide significant value.
- Identifies quality and reliability issues in systems they maintain.
- Assists new hires with set-up, tools, and best practices.
- Seeks input from teammates and outside experts on systems and feature design.
- Executes on key deliverables for the business that require off-hour support or tasks.
- Assembles workstations including mechanical standing desks.
- Unboxes and organizes inventory items.
- Receives and organizes inventory while maintaining inventory tracking system.
- Installs IT equipment inclusive of TVs.
- Maintains a clean & safe work environment.
Requirements
- Knowledge of Intune and JAMF administration.
- Knowledge of Azure active directory.
- Experience with Microsoft Windows operating systems, Microsoft Office Products, and MAC.
- Knowledge of multiple Linux distributions and command line & scripting.
- Knowledge of networks, firewalls/security, and operating systems.
- Ability to lift 50 pounds safely.
- Self-motivated and self-organized.
- Basic mechanical aptitude.
- Ability to troubleshoot first tier computer hardware and software issues.
- Strong computer skills, including proficiency in Microsoft Office.
- Excellent attention to detail and strong documentation skills.
- Outstanding verbal and written communication skills.
- Strong organizational and interpersonal skills.
- Exceptional problem-solving abilities.
- Collaborates well with other teams.
Nice-to-haves
- Degree in information technology or certifications in CompTIA A+, Udemy IT Help Desk Professional, Microsoft IT Support, Apple Support.
Benefits
- 401(k)
- Dental insurance
- Disability insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
