IT Support Specialist I

RSR Group • Winter Park, FL

3d

About The Position

The IT Support Specialist is responsible for providing assistance and tracking of all requests and issues reported to the IT Support team. You’ll handle both internal and external inquiries providing timely and effective resolution from a technical lens. This position is also responsible for maintaining the technical and procedure documentation and ticketing for the IT Programming Department.

Requirements

• An undergraduate degree in a related field or 2+ years of technical support experience
• Excellent client-facing and internal communication skills
• Excellent written and verbal communication skills
• Solid organizational skills including attention to detail and multitasking skills
• Strong working knowledge of Microsoft 365 (Word, Excel, Access, Outlook) and of project management tools
• Ability to manage multiple priorities and have strong organization and analytical skills.

Nice To Haves

• Familiarity with Linux is ideal but not required.

Responsibilities

• Understands current and future business goals and ongoing IT issues to ensure business success.
• Applies proven communication, analytical and problem-solving skills to help identify, communicate, and resolve issues.
• Administers service desk ticketing system (Service Desk through Jira) and ensures all service tickets and projects are logged into the ticketing system. Ensures that all tickets have accurate detailed accounts of all troubleshooting steps and follow-up details. Notifies the appropriate technical and management team member, if necessary.
• Acts as the point of contact and communicates support desk ticket status adequately to all participants.
• Reports and escalates issues to management as needed.
• Interfaces with multiple departments and establishes effective business relationships with all levels of management and team members.
• Provides first level contact of reported issues - providing information, assistance or resolution if able.
• Acts as a liaison between the IT Department and the reporter of the request or issue.
• If the request or issue has been assigned to a developer, monitors the progress and documents all pertinent information and communications. Documents all pertinent updates to the associated Jira tickets.
• Maintains the IT Department Document Repository, Confluence.
• Maintains public information such as forms, emails, directives and documentation as instructed.
• Provides exemplary customer service across all levels of the organization; embraces a never-say-no attitude when addressing customer issues.
• Identify recurring issues and communicates and or suggests future approaches to reduce repeat occurrences.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level