IT Support Specialist

Best Egg•Wilmington, DE

24d•$30 - $33

About The Position

The IT Support Specialist supports internal users, ensuring service levels are achieved and customer expectations are met. The role manages support tickets to meet performance standards and defined SLAs, and handles onboarding for new users by setting up computers through MDM and preparing standard hardware and technology before each employee’s start date. The specialist provides workstation and service desk support, troubleshoots technical issues, manages escalations, and maintains hardware, software, device inventories, computer images, printers, and video conferencing systems. The role also documents solutions, manages the DES “Solutions” repository, and develops and improves ticketing workflows.

Requirements

Associate degree in Computer Information Technology or an equivalent combination of work experience and certifications.
2–4 years of desktop support and customer service experience.
2–4 years supporting a cloud environment technology stack, such as Office 365, Azure, or Slack.
2–4 years of experience working in a ticketing system, such as JSM or ServiceNow.
2–4 years of Mobile Device Management (MDM) experience, such as Intune or Jamf.
A can-do attitude, ability to grasp new concepts quickly, and willingness to adapt to a dynamic work environment.
Strong organizational skills and ability to prioritize and work with multiple deadlines.
Strong problem-solving techniques and demonstrated ability to work independently and as part of multidisciplinary teams.
Complete a separate candidate assessment covering initiative, analytical reasoning, teamwork and collaboration, adaptability, and verbal and written communication skills.

Responsibilities

Support workstations by working directly with internal users.
Manage incident and service-request tickets to ensure they are addressed within SLAs.
Analyze and troubleshoot advanced technical issues through tickets, email, telephone calls, and in-person requests.
Monitor, track, and document tickets to ensure timely resolution.
Identify, research, and resolve technical issues.
Verify tickets meet Service Level Agreements, set expectations, and measure performance.
Review survey feedback to improve the support experience, tools, and services.
Handle ticket escalations and provide VIP support.
Onboard new employees by ensuring technology equipment is ready and standard access accounts are created before their start dates.
Manage printers and coordinate vendor support when needed.
Maintain inventories of physical devices, software, and applications.
Manage hardware inventory and refresh lifecycle.
Conduct yearly asset inventory audits and ensure assets are properly tracked.
Maintain computer images and ensure applications, drivers, updates, and services are current.
Set up and maintain video conferencing for users, devices, and conference rooms.
Resolve video conferencing issues and escalate to vendors when needed.
Handle escalated issues, manage SLA adherence, and prepare reports.
Document processes and solutions.
Act as the escalation point for problems, urgent requests, and system or security incidents.
Advise management of events that may require additional support or escalation.
Provide management with details about ticket escalation processes to support communication within the organization.
Manage the DES “Solutions” repository and ensure quality solutions are available to users.
Develop and optimize ticketing workflows.

Benefits

Pre-tax and post-tax retirement savings plans with a competitive company matching program.
Paid time off, including vacation, personal/sick time, paid short-term and long-term disability leaves, paid parental leave, and paid company holidays.
Multiple healthcare plans, including dental and vision options.
Flexible Spending Plans for Health Care and Dependent Care, and Health Reimbursement Accounts.
Company-paid life insurance.
Wellness platforms.
Employee assistance programs.
Health Advocate programs.
Discounted identity theft protection.
Pet insurance.
Fitness center reimbursements.