IT Support Specialist

$55,682 - $70,158/Yr

Michael Baker International - Moon, PA

Full-time - Entry Level

Moon, PA

51-100 employees

Professional, Scientific, and Technical Services

About the position

The IT Support Specialist at Michael Baker International is responsible for providing comprehensive support to end users for computer hardware and software issues. This role involves monitoring and managing support requests through various channels, ensuring prompt service response, and performing troubleshooting and resolution of incidents. The specialist will also collaborate with other technology teams and assist in onboarding and offboarding procedures for employees.

Responsibilities

• Create, update, and close tickets for support requests.
• Provide first response to all support requests through phone, web tickets, email, and walk-ups.
• Determine impact and urgency of incidents to prioritize support requests.
• Perform initial triage and troubleshooting of all tickets across knowledge domains.
• Resolve tickets within scope using experience, knowledgebase, or peer collaboration.
• Escalate unresolved requests to IT Support Specialists II and/or III.
• Document all actions taken in attempts to resolve tickets and escalate as necessary.
• Record outages in the ticketing system and communicate appropriately.
• Provide instructional training to end users.
• Manage and deploy hardware and software solutions for employees.
• Maintain a structured knowledgebase of solutions.
• Ensure compliance with IT policies during all tasks.
• Collaborate with HR and Management during employee onboarding/offboarding.
• Provide routine on-call after-hours support.
• Support general audio/video and web conferencing needs.
• Work with hardware vendors for equipment replacement or repair.
• Maintain MDF/IDF areas and manage hardware purchasing and inventory.

Requirements

• 0-4+ years of related experience in IT support.
• Two-year degree in Computer Science, Information Systems, or related field; applicable experience accepted in lieu of degree.
• Strong customer service, time management, and organizational skills.
• Ability to collaborate with multiple technology teams such as IT Security, Server, and VOIP teams.
• US Citizenship required.

Nice-to-haves

• Experience with Mac Operating Systems.
• Experience with iOS.
• Experience with PowerShell scripting.
• ITIL Foundational Certification.

Benefits

• Competitive hourly wage ranging from $26.77 to $33.73.
• Opportunities for professional development and training.