IT Support Specialist II

Harris Brand•St Paul, MN

1d•$24 - $36

About The Position

The purpose of your role as an IT Support Specialist As an IT Support Specialist, you will provide company-wide virtual and in-person technical assistance regarding computer systems, software and peripherals throughout the organization. This includes evaluating the user’s request, quickly determining the appropriate resolution/escalation, communicating the resolution/escalation to the user, and fully documenting the process from the inception through closure and subsequent follow-up as consistent with Harris’s support service level standards. Troubleshooting and Support Receives, responds to and monitors status of requests for technical assistance; updates ticketing system to reflect activities performed and status of request to ensure timely completion of work order in accordance with established policy. Follows escalation procedures in situations where advanced troubleshooting/application support is necessary to resolve end user issues. Answer questions, provide end-user training, and resolve problems via telephone and email, primarily utilizing remote support software and tools. Provide and allocate necessary access to multiple software applications or folders for end-users utilizing admin tools and solutions provided. Support all user machines from initial setup/account creation and onboarding/file access to equipment replacement/data transfer and account termination-to-equipment return. Create detailed documentation for IT, both internal and external facing regarding technical how-to's/troubleshooting processes and workflows. Assists in the administration of the primary ticketing system; creating, updating, and modifying ticket templates, automations and triggers to improve efficiency and coordinate workflows. IT Team Collaboration and Support Participates in PMO Governance process to understand overall technology strategy at Harris. Meets deadlines and requirements for any milestones or deliverables assigned. Identifies, gathers and analyzes data relating to non-functional applications and software for incident reporting and resolution. Actively participates in deployment and relocation of computers and associated peripheral equipment. Meets and maintains adequate KPIs in technical support, ticket quality, and SLAs. Organizational Support Creates and maintains application and end user documentation following applicable department, company and industry standards and policies. Identifies, investigates, tracks, and resolves minor project, system or application errors ensuring solution is timely and of acceptable quality. Maintains inventory of all loaned laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards. Develops and applies standard computer images with authorized software to computers to ensure consistent configurations. Participates in preparation of fully integrated testing scenarios for application deployment and configuration; provides information to be evaluated as part of comprehensive testing plans. Researches information systems across multiple levels and states and their relationships. Research and Development Is informed of current business practices and innovation. Business Automation Investigates the root cause(s) of poor performing processes, identifies any process automation contributors, and recommends corrective actions.

Requirements

High School Diploma Required
Help desk/technical support experience
2+ years experience in diagnosing and resolving technical issues in a business environment
Excellent customer service experience
Proficient understanding of office productivity software
2+ years utilizing hardware and software diagnostic tools in a Microsoft Windows environment

Nice To Haves

Associate's degree in information technology or a related field preferred
Bachelor's degree in information technology or a related field preferred

Responsibilities

Receives, responds to and monitors status of requests for technical assistance; updates ticketing system to reflect activities performed and status of request to ensure timely completion of work order in accordance with established policy.
Follows escalation procedures in situations where advanced troubleshooting/application support is necessary to resolve end user issues.
Answer questions, provide end-user training, and resolve problems via telephone and email, primarily utilizing remote support software and tools.
Provide and allocate necessary access to multiple software applications or folders for end-users utilizing admin tools and solutions provided.
Support all user machines from initial setup/account creation and onboarding/file access to equipment replacement/data transfer and account termination-to-equipment return.
Create detailed documentation for IT, both internal and external facing regarding technical how-to's/troubleshooting processes and workflows.
Assists in the administration of the primary ticketing system; creating, updating, and modifying ticket templates, automations and triggers to improve efficiency and coordinate workflows.
Participates in PMO Governance process to understand overall technology strategy at Harris.
Meets deadlines and requirements for any milestones or deliverables assigned.
Identifies, gathers and analyzes data relating to non-functional applications and software for incident reporting and resolution.
Actively participates in deployment and relocation of computers and associated peripheral equipment.
Meets and maintains adequate KPIs in technical support, ticket quality, and SLAs.
Creates and maintains application and end user documentation following applicable department, company and industry standards and policies.
Identifies, investigates, tracks, and resolves minor project, system or application errors ensuring solution is timely and of acceptable quality.
Maintains inventory of all loaned laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards.
Develops and applies standard computer images with authorized software to computers to ensure consistent configurations.
Participates in preparation of fully integrated testing scenarios for application deployment and configuration; provides information to be evaluated as part of comprehensive testing plans.
Researches information systems across multiple levels and states and their relationships.
Is informed of current business practices and innovation.
Investigates the root cause(s) of poor performing processes, identifies any process automation contributors, and recommends corrective actions.