IT Support Specialist

What you'd do

• Provides helpdesk-level coverage and support for internal clients. Coordinates, diagnoses, and troubleshoots incoming employee requests for support according to established process
• Solve technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Collaboration with remote sites expected and encouraged
• Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support
• Perform first and second level support and troubleshooting for workstation and mobile systems
• Interface directly with end users in peril, lead and resolve incidents in an efficient manner, maintaining the highest levels of customer support and response and documentation
• Establish and maintain direct relationships with business units as a support resource and contributing member of the production teams
• Organize the unorganized, communicate thoroughly and effectively in both written and spoken forms across the organization
• Work proactively to determine potential issues existing in the environment. Apply performance tuning techniques where applicable
• Research new trends and technologies leading to testing and justification for deployment

What they want

• Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully
• Strong in client hardware and software; strong email/messaging troubleshooting experience; mid to advanced-level understanding of Windows OS
• Skilled in Microsoft Office Suite and other production software packages (Adobe, Maya, Zbrush, Visual Studio, etc.)
• Must understand and communicate system concepts to end users and technical teams
• Familiar with the concepts behind a distributed build system; familiarity with enterprise storage technologies (SAN, NAS, iSCSI) – NetApp, EMC, HDS ideal; basic networking skills; knowledge of security concepts and industry best practices
• Ability to interact effectively with others on varying technical competency, vendors, management, and staff
• Manages competing demands and changes approach or method to best fit the situation
• Takes responsibility for own actions; Keeps commitments; Commits to required work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Is actively available to respond when needs arise
• Volunteers readily, undertakes self-development activities and seeks increased responsibilities; asks for and offers help when needed
• Operates across multiple projects concurrently and assumes responsibility for implementation of projects