This job was posted by https://www.arjoblink.arkansas.gov : For more
information, please see: https://www.arjoblink.arkansas.gov/jobs/4197173
Description:
The Associate IT Operations Support Specialist works directly with
customers and employees to solve problems and provide guidance on using
technology to be productive and effective in their daily tasks. The role
entails providing technical assistance as a single point of contact and
offers 1st and 2nd level support of workstations, corporate
applications, and other general IT support. The ability to perform tasks
that revolve around detecting and resolving technical problems is
critical. The Associate IT Operations Support Specialist is an
enthusiastic and driven professional who provides a world-class customer
experience to employees and customers. The Associate IT Operations
Support Specialist is an enthusiastic and driven professional who
provides a world-class customer experience to employees and customers.
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Responsibilities
Resolving incoming customer and employee IT inquiries through multiple
phones, email, ticketing systems, etc.
Escalate, if needed, unresolved problems to a higher level of support
Expected to participate in high-priority projects involving Smiley\'s
customers
Performs advanced troubleshooting of hardware such as laptops, desktops,
printers
Able to install & troubleshoot all standard peripheral devices
Applies advanced knowledge and troubleshooting of OS-related problems
(Windows & Mac)
Able to install all software & perform level 1/2 support such as O365
and Atlassian suites
Able to troubleshoot phone & network connectivity issues
Able to support audio/video equipment and technologies
Set up and support video and other presentation equipment for Smiley
presentation forums
Collaborating with other internal teams to ensure all IT needs are met
Document troubleshooting steps in the ticketing system
Provide written documentation of solutions in the knowledge base
Requirements:
QUALIFICATIONS
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Required Education and Experience:
3+ years previous experience in IT working with executives and end-users
Experience working in a ticketing system
Ability to prioritize, manage time effectively and multitask
ITIL Foundations Certified
CompTIA A+ certified or equivalent knowledge
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Required Knowledge, Skills, and Abilities:
Ability to build rapport with customers
Strong troubleshooting and critical thinking skills
Ability to prioritize, manage time effectively and multitask
Positive and professional demeanor
Excellent communication skills, both verbal and written
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Preferred Qualifications:
To perform this job successfully, an individual must be able to perform
each essential duty mentioned satisfactorily.
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PI240628378