IS Support Specialist 1

Overview: Currently we are looking for an IS Support Specialist 1 (Must be ITIL Certified) IS Support Specialist 1 is responsible for being the primary point of contact for all technical requests from the company’s employees. The position is responsible for providing customer service and resolving or escalating a broad range of technical issues. Responsibilities: • Respond to work order requests to computer equipment, mobile devices, printers, scanners, desk phones, and audio/video equipment under direct oversight by other team members. • Minimum experience in Azure AD, O365, Zoom, Teams • Troubleshoot, resolve, or escalate work orders for hardware and software errors through various communication channels such as phone, email, direct messaging and in-person. • Document detailed information regarding work order requests and their resolution • Coordinate with external vendor systems regarding warranty registration, purchases, returns and repairs. • Assist with maintaining inventory levels of all hardware equipment, software, and software licenses. • Assist with implementing, monitoring, configuring, troubleshooting, and maintaining the corporate infrastructure and line of business applications under direct guidance. Basic Qualifications: • Bachelor's degree with 5 years of experience in Technical Support Role. • Must have Knowledge of various ITSM tools and ITIL Standards. • Must be able to perform hardware break fix on laptops and MacBooks. • Technical certification like Azure and ITIL Foundation V4. • Demonstrated experience with process improvement. • Must be open to provide 24x7 operational support if required in future. • Demonstrated experience with solving complex issues. • Required to complete vendor-specific certifications. • Organizational, multi-tasking, and time management skills • Must have Excellent Oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact. • Critical thinking and problem-solving skills. • Collaborative skills, applied successfully within team as well as with all levels of employees in other areas. • Sound business and technology acumen • Self-motivated with the ability to manage projects to completion independently. • Knowledge of principles of systems administration including Dell Cisco and/or HP hardware. • International customer service experience. • Able to thrive in a fast paced, deadline driven environment. • Attention to detail. • Ability to handle sensitive information with discretion and tact. • Ability to establish rapport and gain the trust of others; effective at gaining consensus. • Up to 5% of travel time required.