Information Technology Specialist

Position Overview

Provides first-level support for issues related to computers and telephones, including problem determination, escalation, tracking, and resolution. Assists local and remote users with resolving computer hardware, computer software, and network / voice communication / connectivity issues. Provide timely reporting of IT Operations, work order, and inventory status. Perform administration maintenance tasks in accordance with established procedures. This position is available at our office in Mooresville, NC.

Required Qualifications

• Bachelor's degree in a technical field (minimum GPA : 3.2) OR 1-2 years of experience in IT Support
• U.S citizenship, and the a bility to obtain and maintain a U.S security clearance
• Strong desire and ability to learn
• Team-oriented and outgoing
• Ensure that incidents and requests are handled according to agreed procedures and ensure that documentation of the supported components is available and in an appropriate form for those providing support.
• Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services, ensuring that such problems are fully documented within relevant system(s). Coordinate the implementation of agreed remedies and preventative measures and analyze patterns and trends.
• Provide oral, written, or hands-on support to all hardware, software, and telephone users.
• Utilize working knowledge of MS Office suite, desktop operating systems, problem management systems, end-user administration (password resets, permissions, restarting services).
• Responsible for user, account, and service provisioning.
• Responsible for installing / deploying software on endpoints (password resets, permissions, restarting services).
• Responsible for assigning and escalating new incoming support requests.
• Record, track, escalate, update calls, and close tickets through problem management software.
• Design and create structured documentation that deals with complex information and manage the configuration of documentation items and files, within own area of responsibility.
• Resolve problems using electronic tools, manuals, and technical support documentation.
• Participate in project activities, as assigned by management
• Communicate effectively acting as a key liaison with customers, team members and colleagues across the company. Effectively communicate technical information to non-technical audiences.
• Take responsibility for own workload and keep others informed, highlighting potential problems and suggesting solutions to ensure continuity of service delivery.
• Coordinate activities with other team members.

Work Remotely

Benefits

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