IT Specialist

 
Job Title: IT Specialist I
Job location: Tucson, AZ

Job Summary:

The IT Specialist 1 represents the company as a whole. Your fellow colleagues will call upon you to help them though an issue, request, or to reach the right person in the organization. Our workforce primarily works from home; therefore, you will need to be adept at providing remote IT support.

Responsibilities:

  • Provide IT support via phone, email and chat
  • Prioritize incident and request tickets by impact and severity
  • Install applications remotely
  • Guide employees setting up computer equipment remotely
  • Manage assigned tickets via ITSM tool
  • Handle support calls via contact center platform
  • Train new employees on company's customer equipment and systems
  • On occasion may be asked to assist with gathering information to determine root cause of recurring issues
  • Notify team lead and/or supervisor of trending issues, offer suggestions or solutions
  • On occasion may be asked to assist IT Provisioning team with:
    • Unpacking and storing shipping supplies and computer equipment
    • Imaging computers
    • Ship computer equipment
Basic Qualifications:
  • Experience interpreting Windows Event Logs and how to use them to troubleshoot issues
  • Experience using network assessment and connectivity troubleshooting tools
  • Excellent phone etiquette, customer service and professionalism
  • Excellent time management skills
  • Experience providing IT support in a call center type environment
  • Experience troubleshooting issues remotely for:
    • IP Telephony
    • VPN
    • Internet
    • Applications
    • Microsoft Windows OS
    • Microsoft Office Suite
  • Ability to work independently with minimal supervision
  • Ability to work as a team, often act as coordinator between internal support teams and client support teams
  • Ability to stay organized, on task and cool headed under intense stress and workloads
  • Ability to lift and/or move up to 50 pounds

Preferred Qualifications:

  • Experience with Salesforce
  • Experience with SysAid ITSM
  • Experience with Avaya One X, Five9, Genesys PureCloud, Amazon Connect, Nextiva, InContact
  • Knowledge of ITIL
  • Experience with FedEx Ship Manager
  • Experience interpreting Cisco DART logs and how to use them to troubleshoot VPN issues
  • Experience with Azure, Active Directory, SharePoint, Office 365 ecosystem
  • Experience working for a BPO and/or MSP