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IT Support Specialist in Omaha, NE at Gavilon

Date Posted: 7/23/2018

Job Snapshot

Job Description

Job Summary: 

Responsible for ensuring reliable delivery of computing environments and quick restoration of systems when incidents are encountered. Responsible for desktop and network systems administration and support to the business and functional users.  Support Specialist will perform service requests extending use & capabilities of managed systems.  Monitor environments and analyze planned changes to maximize system availability.

Essential Job Functions:

  • Provide Level I/II service desk support for local and remote customers
  • Respond to trouble tickets/support requests via telephone, email, or web
  • Log and update trouble tickets in a timely, clear and concise manner
  • Troubleshoot and isolate problems between desktop and networks
  • Collect and report desktop configurations and inventory information
  • Configure and support various types of hardware including desktops, laptops, monitors, peripherals and printers
  • Prepare and maintain installation instructions for all applications
  • Cross-train within department for improved coverage and customer service
  • Perform moves of employee computer and phone hardware as requested by business
  • Respond to internal customer request for assistance
  • Participate in periodic on-call rotation
  • Additional tasks as assigned by department and/or management

Qualifications/Education/Experience/Skills:

  • Experience in customer service-oriented environments with strong verbal, written, and telephone
  • At least 2-4 years of experience in customer support, providing support to customers over all mediums, i.e., email, web and telephone
  • Must have strong problem solving and organization skills
  • In depth understanding of desktops, laptops, printers and other peripherals
  • Familiarity with incident management software
  • Ability to adapt to a changing and evolving dynamic information systems arena
  • Ability to work in a team environment
  • Must have high attention to detail and strong customer service skills
  • Some travel is required to remote locations
  • Must be able to manage multiple work items at one time with a high sense of urgency
  • Must be physically able to pack, move and ship hardware as well as participate in moves of employee hardware
  • Ability to work and interact well with others