IT Support Specialist - Nights

ark data centers, LLC•Duluth, MN

About The Position

Job Summary: The IT Support Specialist is primarily responsible for responding to client inquiries for technical assistance and ensuring courteous, timely and effective resolution of client issues. Problem resolution will involve the use of diagnostic and support request tracking tools, as well as require that the individual give remote support at the desktop and server level, escalating and coordinating support actions with other staff as needed. In addition, the IT Support Specialist is responsible for establishing and building relationships with clients by demonstrating willingness to pursue improved courses of action, delivering products and services that best serve client needs and using client feedback as a basis for improving service. The IT Support Specialist serves as an extension of the local facilities team after normal business hours, ensuring the facility is staffed for emergency response and physical security. Shift Hours: Thursday/Friday/Saturday and alternating Wednesday from 7p to 7a.

Requirements

Associate degree in Computer Science, Information Systems or related field, or equivalent work experience
One + year experience in customer service role providing technical support
Above average desktop/laptop/network/hardware/software/application troubleshooting skills
Microsoft Server Technologies, VMWare
Windows Operating Systems, Active Directory, O365
Experience using service management system for issue tracking
Outstanding phone etiquette and exceptional oral and written communication
Ability to diffuse agitated situations and operate effectively and professionally under pressure
Excellent customer service attitude and interpersonal skills
Excellent organizational skills, concern for accuracy and attention to detail
Self-motivated with a strong aptitude and desire to learn

Nice To Haves

ITIL v3 or v4 Foundation certification or 1 year’s work experience in an ITIL environment preferred
IT-related certifications preferred (CompTIA A+, Network+, Server+, CCNA or Microsoft)
VOIP, WAN and LAN connectivity/routers experience preferred

Responsibilities

Provide initial analysis and triage for issues reported through phone calls, monitoring alerts from client and internal infrastructure, or service portal to gather all pertinent information, assess urgency, and facilitate resolution
Monitor critical infrastructure and security systems supporting the local facility. Escort for Data Center and provide Smart / Remote hands support
Respond to requests for technical assistance in person, via phone, and electronically, based on urgency
Diagnose, research, and resolve technical hardware, software, application, and performance issues. Escalate as necessary and work with 3rd-party providers when needed.
Proactively update users on status, document resolutions and perform timely follow-ups in accordance with established policy/standards
Assists with maintenance activities to include Microsoft servers
Ensure accuracy, clarity and quality of work reflecting an underlying drive to increase efficiency
Author process and support documentation to increase first call resolutions and reducing time to resolve
Applies knowledge to the business and provides personalized, value-added service to clients
Embrace teamwork and collaboration by supporting colleagues and leveraging others’ strengths and experiences to achieve team goals