IT Support Specialist I

Perdue•Salisbury, MD

3d•$18 - $27

About The Position

We are seeking a IT Support Specialist One to provide timely and professional Tier One support to users. Tier One is the first point of contact for all users of IT services. Service requests are directed to the appropriate support departments. Problem calls are solved by the Customer Service Desk associates or routed to the appropriate technical staff for a solution. The Customer Service Desk monitors and tracks all calls to ensure they are addressed quickly and properly; and that the customer is satisfied with our service. They identify trends with service issues that are reported to management so they can be addressed in a proactive manner. Provide PC support and maintenance. Interact with and assist in maintaining technical and organizational relevance and proficiency in the development of solutions where methods and policies are inadequate or not established. This position has a target wage of $18.00- $27.00 per hour, based on shift, experience and qualifications with annual bonus available (variable depending on performance). Overtime may be available. In addition to hourly wages, Perdue offers a competitive benefits package, including medical/Rx, 401(k) with employer match after 1-year, critical illness, accident insurance, dental, vison, life insurance, optional group life insurance, short-term and long-term disability protection, flexible spending accounts and paid time off. Schedule: Monday - Friday, but may be asked to work nights and/or weekends depending on level of service and/or special projects.

Requirements

Associates degree in Computer Science, Information Technology, Electronic Technology or Business Management or in lieu of a degree, revelant experience may be considered.
1+ years of IT experience in a corporate environment.
Must have working knowledge of service desk/problem management software, such as Halo, and ability to manage, maintain and utilize features
Knowledge of service desk concepts and procedures in logging, tracking, escalating and resolving problems/issues.
Excellent customer services skills.
Must be willing to travel occasionally to attend training or seminars.
Must be able to demonstrate effective organizational skills, attention to detail and task management.
Ability to handle high pressure needs in a calm, respectful and efficient manner.
Strong verbal and written communications skills.
This position must be able to effectively interact with all levels within the Company, including technical and non-technical individuals.
Excellent organizational skills with the proven ability to prioritize multiple incidents, ranging from low to medium complexity.
Should be a self-motivated problem solver with experience in diagnosing issues and working them through to resolution.

Nice To Haves

Bachelor's degree
Industry recognized technical certifications, such as A+ and/or MCP.
Willing to pass A+ certification test within 12 months.
Basic knowledge of telecommunication (VoIP, IP, Ethernet, LAN/WAN) and wireless equipment.

Responsibilities

Handle calls for the Customer Service Desk in a professional, fast, effective and efficient manner stressing customer service.
Functions as part of a team consisting of IT personnel, user department personnel, selected outside vendors, and customers.
Uses the Quality Improvement Process by adherence to the “Four Absolutes of Quality” and by implementing the fourteen (14) Quality Improvement Process steps.
Effectively communicate problems/issues/outages with other Service One associates and management.
Monitors escalations and Halo tickets.
Assists in the training of new associates.
Assists in writing and updating procedures or work flow.
Assists in maintaining accuracy and relevance of the technical knowledge base.
Continuously expands technical skills and share technical knowledge with team members.
Keeps up-to-date on computer technology by completing on-line CBT courses and Service Desk Analyst certification.
Assists with PC hardware maintenance as needed.
Assists with software maintenance and installation. This will include Microsoft operating systems, assorted Perdue approved applications, ODBC drivers, dll and required registry settings.
Assists with the installation including hardware and software installation of new Perdue Computers.
Repairs and rebuild Company computer assets.
Assists with special software installations and upgrades as required (typically off-hours installs).
Delivers a high percentage of first contact resolution (FCR) for Tier One technical issues through the utilization of documented processed and procedures.
Other assignments or projects as assigned.