IT Support Specialist

Buckland•Laredo, TX

7d•Hybrid

About The Position

This position is responsible for following ITIL/ITSM best practices, to identify, resolve issues and deliver improvements. The IT Support Specialist will engage with lines of business and teams to prioritize and complete service requests and support incidents and internal and external OLA’s and SLAs are met. IT Support Specialist are involved in remote and onsite support, documentation, constructing reference material, and provide trainings as necessary.

Requirements

Computer Science degree or diploma or equivalent education and work experience.
2+ years of relevant work experience in a technical support position.
ITIL Foundations certification.
Knowledge of ITSM processes, tools, and best practices.
Networking fundamentals or proven networking certification.
Microsoft 365, PowerShell scripting and Azure experience.
Experience in the following: Virtual server technologies such as VMWare.
Cloud Infrastructure.
Microsoft Exchange online or equivalent cloud-based system.
Windows enterprise applications, Active Directory, IIS, file servers, etc.
Microsoft SQL Server.
Desktop support for PC environment supporting Windows 10 / 11 and Microsoft Office suite.
Networking involving multiple platforms, Cisco/Nortel/HP/Dell/other vendors.
Excellent problem solving and decision-making skills.
Strong verbal and written communication skills.
Ability to work independently.
Must be legally eligible to work for the Company at all times.
Valid Passport ability to occasionally travel if required to other offices locations in CAD/USA/MEX.

Nice To Haves

Ability to communicate in Spanish is considered an asset.
Willingness to work an afternoon shift for one week per month to support critical business operations.

Responsibilities

Field incoming helpdesk requests from end users via ticketing system, phone or in person.
Installation, monitoring, maintenance, support, and optimization of Windows systems.
Assist with configuration, installation and maintenance of software, hardware, and telecommunications services such as: computers, software applications, printers, telephones, servers, and general office equipment.
Participate in reviewing systems, testing, and deploying updates.
Follow ITIL/ITSM best practices for incident management, problem management, and continuous service improvement.
Taking team and staff needs and improving solutions through planning, design, review, and installation tasks.
Creating detailed documentation of IT resources and processes and updating support documentation with all daily tasks and as the product support grows.
Fulfil requests coming from team members and leads to ensure hardware, software and network are available 98+% of the time on a 24/7 basis, excluding scheduled downtime.
Collaborate with other IT teams, vendors, and stakeholders to ensure seamless integration of support services and incident management processes.
Provide afterhours on-call support as required.
Other responsibilities as assigned.