IT Specialist

KARL STORZ•Auburn, MA

24d•Onsite

About The Position

The IT Specialist acts as the central point of contact for handling business partners' technical support issues, responding by gathering the information needed to resolve issues during the initial contact or routing them to the correct support team. The primary focus is phone support and resolution of incidents and service requests submitted via Self Service and walkups, with occasional deskside support. The IT Specialist also assists in solution documentation for internal and external knowledge. This role is based in our Auburn, MA office, with five days onsite required initially.

Requirements

Demonstrated ability to assess and document information accurately and completely, interpreting user and IT terminology as required.
Ability to develop and maintain knowledge of support procedures, business area processes, desktop applications, and tools through established knowledge management resources.
Understanding of Service Level Agreements (SLAs).
Strong, clear communication skills for structured updates to business partners, management, and other IT team members on incident management.

Nice To Haves

Identifies process improvement opportunities within Service Desk support.
Builds strong working relationships between the Service Desk and other IT support teams.
Uses own initiative to improve service quality and the team's working environment.
Receptive to developmental feedback, with an ongoing interest in improving knowledge, skills, and performance.

Responsibilities

Provide excellent customer service by ensuring support services meet business partners' needs and expectations.
Answer phone calls to the call center and resolve incident and service request tickets submitted via self-service.
Perform occasional deskside support.
Work with users to collect information pertaining to requests and incidents; log call tickets accurately and completely using the ticketing system.
Resolve tickets where possible, and assign to the appropriate team when resolution isn't possible.
Perform desktop and laptop system setup for onboards and refreshes.
Perform data transfer and inventory management tasks for offboards.
Maintain accurate asset records and perform moves, adds, and changes.
Notify users as requested by the resolving area and close call tickets once resolution is confirmed with the IT support team.
Provide support for meetings (audio/video).
Participate in project and change work under the guidance of the Project Manager/Team, IT Management, and/or a Senior Support Specialist.
Perform asset management tasks to ensure accurate inventory.
Mentor new Service Desk employees.