Volt - Juneau, AK
posted 5 months ago
Volt is immediately hiring IT Support Specialists in Juneau, Alaska. As an IT Support Specialist, you will provide essential support services to both internal and external users for a variety of software, applications, hardware, and telecommunications-related issues. Your role will involve troubleshooting core banking applications, Microsoft applications, and hardware errors, as well as addressing operating system concerns. You will be responsible for collecting information, opening tickets, performing triage, and resolving or escalating issues related to new hardware/software requests, network, application software, and telecommunications to the appropriate staff. In this position, you will assist users with core banking applications, standard software, Windows, MS Office, and other related banking business solutions. You will be expected to answer, evaluate, and prioritize 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 responsibilities will include 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. You will perform diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures using remote access tools. Furthermore, you will be responsible for performing installations and configuring computers/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. This is a full-time opportunity.