IT Support Specialist III
Ebara Elliott Energy
- Jeannette, PA
- Permanent
- Full-time
Other Skills:
- Deep interest in broad based field of Information Technology as demonstrated by ability to maintain currency with technology trends and practices;
- Demonstrated capability to multi-task.
- Consciousness of sound safety practices.
- Good application support experience.
- Working knowledge of a range of diagnostic utilities.
- Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
- Solid relationship management and performance management skills.
- Ability to conduct research into a wide range of computing issues as required.
- Proven capability to present ideas in user-friendly language to non-technical staff and end users.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Experience working in a team oriented, collaborative environment.
- Experience working in a team oriented, collaborative environment.
- Able to work with computer hardware, operating system (Windows 10 / 11) and database administration software.
- This position is designed to provide the information technology infrastructure required to run application software to support the computational and information needs of the company.
- As an IT Helpdesk Support Specialist your main responsibilities will involve:
- First point of contact for help desk queries • Answer helpdesk tickets and raise to senior engineers if and when required
- Hardware Break fix management
- Windows 10 troubleshooting and configuration
- Active Directory administration including group policies
- Commission and shipping laptops worldwide to employees or sourcing locally where required
- Commission and shipping mobile phones worldwide to employees or sourcing locally where required
- Support remote workers via applications such as LogMeIn
- Good understanding of video conferencing applications such as Webex and Google Meet
- Good understanding and working experience with Microsoft Office suite
- Experience (but not essential) of VPN technologies and basic configuration
- Experience of working with Google Business Suite
- Management and configuration of iOS and Android mobile devices
- Experience with Sophos EDR
- Internet connectivity troubleshooting / W-fi access points / door entry systems. • Remote ERP system client troubleshooting.
- Manage the processing of incoming calls to the Help Desk via Help Desk Software, telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
- Assist in the design and implementation of problem handling and escalation policy and procedure.
- Help define and implement Help Desk service levels objectives to establish problem resolution expectations and time frames.
- Coordinate and/or perform hands-on fixes at the desktop level.
- Monitor and test fixes to ensure problems have been adequately resolved.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution.
- Analyze performance of Help Desk activities and document resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and prevent future problems.
- Track and analyze trends in Help Desk requests and generate statistical reports.
- Assess need for any system reconfigurations (minor or significant) based on request trends, and, make recommendations.
- Identify and recommend end user training programs to increase computer literacy and self-sufficiency.
- Oversee development and dissemination of help sheets, usage guides, and Frequently Asked Questions (FAQs) lists for end users.
- Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients.
- Conduct research on emerging products, services, protocols, and standards in support of help desk technology mission.
- When directed, attend training seminars, conferences, and trade shows to broaden knowledge of current and future Help Desk issues and technologies.
- Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
- Oversee the development, implementation, and administration of help desk training procedures and policies for departmental staff.
- Contribute additional working hours as required.
- Sit for extended periods of time.
- Utilize hands and fingers to operate a computer keyboard, mouse and other computer components.
- Lift and transport moderately heavy objects, such as computers and peripherals, as needed.
- Travel occasionally on company business.
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