Field Services Support Specialist

Alvarez & Marsal • Houston, TX

410d • $65,000 - $80,000

About The Position

The IT Field Services Support Specialist will be a key member of the core Field Services team, providing support to both US and International users through various communication channels including walk-up desk, email, telephone, and remote tools. This role involves diagnosing and resolving technology-related issues, managing support requests, and contributing to the internal knowledge base. The ideal candidate will demonstrate excellent customer service skills, teamwork, and the ability to manage their workload effectively.

Requirements

• 3-5 years of support role experience in help desk environment or tech support services
• Solid understanding of MS Office 2010/2013/O365
• Proven background with customer service and able to handle stressful/time-sensitive situations
• Telephone customer service experience required
• Fundamental understanding of PC hardware/software and connectivity components
• Experience with Windows 7-10 Operating Systems, Mac OSX experience preferred
• Knowledge of MS Exchange, Active Directory, SharePoint
• Knowledge of LAN/WAN networking, remote access VPN technology, TCP/IP
• Basic understanding of ITIL based structure
• Exposure to HP/Lenovo ThinkPad/ MS Surface/ MacBook/ iPhone/ Android hardware preferred
• Previous experience with an incident management/tracking system required

Nice To Haves

• College background in the technology field preferred

Responsibilities

• Facilitating walk-ups ServiceDesk and utilizing incident knowledge base platform (Service Now)
• Analyze, diagnose, document, resolve or escalate reported issues and outages
• Assist other departments within IT; engineering/operations, and infrastructure applications/hardware
• Configure, install, and troubleshoot laptops/mobile devices/printers
• Respond to all user support inquiries globally including primary office location
• Support and troubleshoot applications including MS Office 2016 - O365 suites, Commvault, Cisco Products, JAMF, Active Directory, and more.

Benefits

• Healthcare plans
• Flexible spending and savings accounts
• Life, AD&D, and disability coverages
• 401(k) retirement plan with discretionary contribution
• Paid time off including vacation, personal days, sick time, federal holidays, and parental leave
• Discretionary bonus program based on individual and firm performance

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Master's degree