Job Description: IT Field Support Specialist
We are seeking a skilled IT Field Support Specialist to join our team, providing exceptional on-site support in fast-paced tech offices. This role supports a globally recognized leader, and we are looking for a stellar representative to deliver above-and-beyond service to our client.
Key Responsibilities
- Concierge-Level Customer Experience: Deliver premium, white-glove support to internal employees via face-to-face interactions, chat, and phone, stressing the importance of high-quality service in every interaction.
- Prompt Walk-Up Support: Provide immediate and efficient assistance to users who visit the support desk, ensuring a quality and timely resolution.
- Proactive Communication: Keep users consistently informed about the status of their IT incidents, requests, and problems, maintaining transparency and service excellence.
- User Education: Equip users with knowledge of basic IT functions and new technologies to improve their efficiency, ensuring quality understanding and adoption.
- Network Connectivity & AV/VC Troubleshooting: Diagnose and resolve issues related to digital authentication, remote access, secure Wi-Fi, wired network connections, and Audio Visual/Video Conferencing (AV/VC) systems, guaranteeing reliable and high-quality performance.
- Software & OS Support: Offer technical support for a wide array of applications and tools, including Office Suite, RSA, Okta, Zoom, WebEx, Jabber, and both Mac and Windows operating systems, always aiming for top-tier support quality.
- Inventory Management: Maintain accurate local inventory, conduct regular stockroom audits, and manage stock levels effectively, contributing to overall service quality and efficiency.
- Hardware Lifecycle Management: Handle hardware recovery for departing employees and laptop replacements, and coordinate e-waste disposal services, ensuring smooth and quality-controlled processes.
This role requires a proactive individual who can independently manage AV/VC support, troubleshoot issues promptly, and maintain high-quality service standards.
Skills Summary:
- Proficient in Windows 7/10 Enterprise Environment and Mac OS X (El Capitan, Sierra, Catalina).
- Excellent multi-tasking, time management, and ability to thrive in fast-paced, high-pressure environments.
- Flexible and resilient, adaptable to high-change environments, and open to new concepts/processes.
- Strong verbal and written communication skills for customer interactions, with a friendly and sociable personality.
- Working knowledge of Active Directory and basic AD administration.
- Minimum 1 year of inventory management experience and 2 years of imaging and deployment experience.
- Knowledge and experience with ServiceNow, JAMF, BigFix, and other device management/service delivery software.