IT Support Specialist

Sofidel•Phoenix, AZ

About The Position

Sofidel America of Phoenix is currently seeking a IT Support Specialist . We are searching for a candidate that is local to the area and is looking for a long term role in a stable environment with opportunity for growth. Your expertise will make you an important part of our team! A successful IT Support Specialist will be results driven and able to continuously improve the level of support given to both our corporate office and our plants. They will ensure superior customer service and continuously exceed expectations by ensuring that accurate resolutions are made to tickets in a timely manner.

Requirements

A Bachelor’s Degree in Information Technology or related field is preferred
3 years’ work experience in related field.
Knowledge of basic computer hardware.
Experience with desktop operating systems including Windows XP and newer, Mac OSX
Extensive application support experience.
Knowledge of Wireless Network, Palo Alto, VMware, Cisco Voice/Network troubleshooting.
A+, MCSA, MCSE or CCNA Certifications.
Working knowledge of a range of diagnostic utilities.
Good understanding of the organization's goals and objectives.
Knowledge of Microsoft Active Directory including policies.
Exceptional written and oral communication skills.
Demonstrated ability to provide instructional training to staff with all levels of ability.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.

Responsibilities

Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Identify and learn appropriate software and hardware used and supported by the organization.
Respond to tickets in a timely manner.
Field incoming support phone calls.
Respond to the emergency line when scheduled.
Offer complete and correct resolution to the tickets that they are trained on.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Help maintain and support the corporate network.
Develop help sheets and knowledge base articles for end users.
Perform related duties consistent with the scope and intent of the position.