IT Support Specialist I

Your Role

• Serve as the first-level technician of the helpdesk team
• Provide excellent customer service through effective communication and active engagement.
• Resolve IT requests within established Service Level Agreements (SLA).
• As needed, escalate IT issues to mid or senior-level technicians
• Manage own help desk system queue to ensure timely response and resolution times, and document resolutions accurately.
• Assist other team members to help balance the IT workload.
• Develop and maintain a close working relationship with the IT team and end users.
• Effective assignment and recovery of IT assets in the assigned region.
• Maintain accurate inventory of all hardware and software.
• Complete assignments as assigned by the Director of IT, Principal of IT or Ware Malcomb leadership.  

Qualifications

• Bachelor’s degree or equivalent combination of technical training/work experience.
• Relevant IT coursework and/or equivalent of (2) years of IT support experience.
• Analytical, critical and deductive reasoning required to troubleshoot user issues.
• Effective communication of technical information to a less technical audience
• Clear, concise, professional and thorough oral and written communication skills.
• Ability to multitask, follow processes and procedures and take direction positively.
• Ability to speak, understand and write in Spanish is a plus.
• Participate in after-hours work, and travel to various work sites, as needed.
• Able to safely lift or carry equipment weighing up to 25 lbs. and reach for overhead items.