IT Specialist

MasTec Communications Group•Corona, CA

8d•Onsite

About The Position

The IT Specialist is responsible for responding to inquiries and requests for assistance with the organization's computer systems and/or peripherals. This role involves identifying, analyzing, troubleshooting, and resolving problems with the aim of eliminating recurrences and reducing calls to the service desk. The IT Specialist will coordinate with other Information Technology teams to resolve problems if necessary and provide support for standard software and hardware defined in the current Information Technology Services (ITS) Products and Services. Support hours for the service desk are between 8:00 AM and 9:00 PM.

Requirements

Degree in Information Systems or related field, or equivalent combination of education and experience or have completed a Microsoft Certified Professional (MCP), CompTIA A+, CompTIA Network+ or any Desktop Computer/IT Support Certification.
3 years’ work experience in an IT support function or a customer service oriented, call center environment as well as In-Person support.
Focus – The ability to remain focused on what is important to the business despite distractions. Commitment to team/department/company; understanding the service desk’s role in the company.
Problem Solving – The ability to identify and resolve problems quickly and effectively. Understands entire process from logging to informing customer solution is in place; knows when to escalate; implements solutions not fixes.
Proactive Thinking – The ability to take initiative to make improvements. Anticipate customer needs; looks for ways to make things better for the customer, to eliminate recurring problems, calls, is constantly learning.
Communication – Speaks clearly and persuasively in positive or negative situations. Listens and gets clarification of requests. Responds well to questions. Ability to interact and communicate clearly in English with people over the telephone, often in stressful situations. Writes clearly and informatively. Edits work for spelling and grammar.
Customer Skills – The ability to interact with customers in a polite and professional manner. Regards customer as most important part of job; respectful of customers and manages difficult or emotional customer situations. Responds promptly to customer needs and requests for service and assistance.
Professionalism – Uses time efficiently. Approaches others in a tactful manner. Treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions.
Teamwork - Contributes skills and capabilities to achieve the team’s goals. Is receptive to new ideas, builds strong working relationships and values diversity. Encourages and gives credit to others for their contributions and puts the attainment of team goals ahead of individual objectives. Ability to assist service desk agents and makes self-available to Management and others.
Flexibility - Performs a wide range of tasks, responding to changes in direction and priorities. Accepts new challenges, responsibilities and assignments. Works outside of ordinary routine. Views problems or business situations from both own as well as another’s perspective. Adjusts to multiple demands and satisfying priorities. Utilizes new and unique methods to resolve issues. Possesses versatility demonstrated through performance and/or some experience in multiple skill sets.
Team/Company Fit – Absolutely always on time; enjoys working in a very casual environment in terms of relationships and communication; willing to work over time; doesn’t need any hand holding.
Technical– The ability to learn technical product information quickly and accurately.
Working knowledge of: Office, Microsoft Exchange/Intune, Windows 10/11, Remote Access (VPN/SecurID), Smart phones, Password Administration, Hardware Diagnostics, Data Network Fundamentals, Intranet, ServiceNow.
Must be able to lift fifty-pounds above their waist.

Nice To Haves

Track record of completing work with a high level of quality
Knack for figuring out hard problems and enjoy a hands-on approach to your work
Proficient in Microsoft Office suites
Excellent oral and written communication skills
Excellent time management, organizational planning, and problem-solving skills
Follow instructions, respond to management direction, and keep commitments
Strong leadership and project management skills
Able to manage, establish, and communicate clear goals and objectives

Responsibilities

Logs all service desk calls or email requests into Incident Management System (ServiceNow), assign, update, and resolve incident as needed.
Analyzes and resolves incidents with a goal of 90% First Call Resolution.
Supports at a minimum Microsoft Office, Windows OS, and Remote Access.
Completes requests for Password Resets, User Provisioning, Software requests and implementation, printer mapping and support.
Investigates causes, tests solutions, and puts solutions in place to reduce calls to the service desk.
Fixes causes, not just solutions. Works to eliminate recurring issues and reasons to call.
Promotes effective use of technology.
Watches for trends that indicate potential incidents and then escalates the issues or concerns before they happen.
Deals with and/or responds positively to complaints, problems, and sometimes negative and emotional behavior.
Promotes a professional service desk image and sells the value of the service desk.
Understands service desk priorities and objectives and takes an active role in accomplishing these objectives.
Reviews ITS Morning Meeting results and upcoming changes with the goal of knowing what is going into production and what could cause problems. Tries to identify possible problem areas or communication needs.
Passes feedback from customers on to the End User.
Keeps peers and End User/Alt End User informed of trends, significant problems, unexpected delays and anything new in the environment.
Keeps customers informed of global problems, scheduled downtime or anything that affects the computing environment.
Keeps customers informed of progress on problems that cannot be resolved on first call.
Keeps current on all the technology used in the environment supported.
Takes training that continues to develop interpersonal skills.
Provides hands-on technical support, including desktop support, installing, moving, and configuring computer and peripheral equipment.