Corporate IT Support Specialist

Greif•Delaware, OH

2d•$27 - $45•Hybrid

About The Position

This role is responsible for delivering timely technical support and maintaining ownership of assigned issues through resolution. The role requires strong customer service, technical troubleshooting, and effective coordination with internal IT teams and external vendors. Collaborates with infrastructure (network, workspace, database, server teams), security and application development teams to restore service and/or identify problems. Provides technical support to the organization's internal users of computer applications and hardware. Supports video conferencing and collaboration tools (e.g., Microsoft Teams, Zoom) and conference-room AV equipment, including meeting setup and live support for executive and high-visibility meetings. Responds to and resolves tickets via telephone, remotely, and in person, in a professional and timely manner and in accordance with IT Services procedures. Stages, re-stages, and configures new or existing endpoints (desktops, laptops, and mobile devices) as needed. Installs and configures printers and other peripherals as needed. Maintains ownership of assigned tickets through end user follow up. Documents complete and timely resolutions in the ticketing system and determines when to escalate. Provides on-site desk-side support, and remote assistance, for hardware, software, and peripheral issues, including support for the organization's hybrid and remote employees. Supports executive and C-level colleagues with a high level of professionalism, urgency, and discretion. Recommends policies/procedures to improve ticket resolution times. May be responsible for the building and deployment of IT assets. Participates on service desk project teams as requested, including occasional overnight travel for remote site implementations. Participates in rotating after-hours on-call schedule. Assists in creation of knowledge base articles for the IT services knowledge base. Adheres to IT services policies regarding incident, problem, change and service request management. Adheres to information security policies and protocols and promptly escalates suspected security incidents. Coordinates service with third party vendors for IT equipment. Performs other duties as assigned.

Requirements

Solid background in IT support, customer service, and end-user troubleshooting in a corporate environment.
Comfortable working independently on incidents and service requests while maintaining professionalism and confidentiality.
High School diploma (or equivalent).
3 or more years of relevant experience.
General knowledge of IT functions.
Demonstrated skills in customer service.
Demonstrated verbal and written skills.
Demonstrated skills in supporting the Windows operating system in a domain or cloud-managed (Azure AD / Entra ID, Intune/MDM) environment.
Familiarity with supporting mobile platforms (iOS and Android).
Good understanding of Microsoft 365 (including Outlook, Teams, and the Office applications).
Good attention to detail.
Ability to maintain confidential information.

Nice To Haves

Experience supporting executive/C-level colleagues.
Experience providing desk side support in a corporate environment.

Responsibilities

Deliver timely technical support and maintain ownership of assigned issues through resolution.
Collaborate with infrastructure, security, and application development teams to restore service and/or identify problems.
Provide technical support to internal users of computer applications and hardware.
Support video conferencing and collaboration tools and conference-room AV equipment.
Respond to and resolve tickets via telephone, remotely, and in person.
Stage, re-stage, and configure new or existing endpoints (desktops, laptops, and mobile devices).
Install and configure printers and other peripherals.
Maintain ownership of assigned tickets through end user follow up.
Document complete and timely resolutions in the ticketing system and determine when to escalate.
Provide on-site desk-side support, and remote assistance, for hardware, software, and peripheral issues.
Support executive and C-level colleagues with a high level of professionalism, urgency, and discretion.
Recommend policies/procedures to improve ticket resolution times.
May be responsible for the building and deployment of IT assets.
Participate on service desk project teams as requested.
Participate in rotating after-hours on-call schedule.
Assist in creation of knowledge base articles for the IT services knowledge base.
Adhere to IT services policies regarding incident, problem, change and service request management.
Adhere to information security policies and protocols and promptly escalate suspected security incidents.
Coordinate service with third party vendors for IT equipment.
Perform other duties as assigned.