IT Support Specialist

Ocean Canyon Resorts•Texarkana, TX

6d•Onsite

About The Position

ON-SITE TECH SUPPORT Job Description This position covers a range of general understanding in IT. This person will be in the roles of: Desktop Support & End User Support Systems & Network administration IT Procurement & Projects This position is NOT remote. You will be in out corporate office in Texarkana, TX. This person will work with an IT management company, and receive daily guidance and direction, while everything through a ticketing system. They will be required to update tickets thoroughly and accurately. Duties and Tasks/Essential Functions: Hands-on technical support. Deliver service and support to end-users using in person and through remote management software. Gather user’s information and determine the issue by evaluating and analyzing the symptoms. Diagnose and resolve technical hardware and software issues. Research required solutions information using available resources. Follow standard processes and procedures. Identify and escalate priority issues per Client specifications. Redirect problems to appropriate resource. Accurately process and record call transactions using a computer and designated tracking software. Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business. Organize ideas and communicate oral messages appropriate to listeners and situations. Follow up and make scheduled call backs to customers where necessary. Stay current with system information, changes and updates.

Requirements

Proper phone etiquette.
Ability to speak and write clearly and accurately.
Knowledge of relevant software computer applications and equipment.
Effective listening skills.
Willingness to co-operate with others and work to the greater good.
Multi-tasking capabilities.
Abilities to follow process and procedures correctly, every time.
Self-starter.
Exemplary Attendance and Punctuality.
Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
Focuses and guides self in accomplishing work objectives.
Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
Makes co-workers and their needs a primary focus of one’s actions; developing and sustaining productive relationships.
Identifies and understands issues, problems, and opportunities; works with IT management to develop and implement solutions.
Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
Work with IT management to establish proper courses of action to ensure that work production is completed efficiently and on time/within proper time limits.
Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to carry out effective customer solutions. Technical/professional expertise is demonstrated through problem solving, and applying technical knowledge.
Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
Associate degree focusing in IT/Computer Science.
Must have 1 of the following: A+, Network+, MSCP, or other comparable certifications.
2-3 years of IT experience.

Nice To Haves

Bachelor's degree focusing in IT/Computer Science.
Hold some appropriate IT certifications, A+, Network+, MSCP, etc…
3-5 years IT Experience

Responsibilities

Hands-on technical support.
Deliver service and support to end-users using in person and through remote management software.
Gather user’s information and determine the issue by evaluating and analyzing the symptoms.
Diagnose and resolve technical hardware and software issues.
Research required solutions information using available resources.
Follow standard processes and procedures.
Identify and escalate priority issues per Client specifications.
Redirect problems to appropriate resource.
Accurately process and record call transactions using a computer and designated tracking software.
Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
Organize ideas and communicate oral messages appropriate to listeners and situations.
Follow up and make scheduled call backs to customers where necessary.
Stay current with system information, changes and updates.