What are the responsibilities and job description for the IT Support Specialist position at Goodville Mutual Casualty Co?
Description
Nature of Job
Provides first line contact, support, and resolution for basic requests reported to the Help Desk through phone, in-person, and other digital means of communication. This role provides excellence in customer service and acts as a subject matter expert in the use of applications, products, and hardware of the company to provide documentation, training, and escalation of larger issues or trends to IT staff and seeks timely resolution of all issues.
Duties and Responsibilities
- Provide prompt support for all Information Technology applications, products, and services.
- Create, disable, reset, and unlock accounts as necessary for access to company resources.
- Provide user training on basic use of all Information Technology applications, products, and services.
- Provide excellent customer service to all internal and external customers.
- Create support tickets for all incoming calls and requests.
- Resolve basic requests with first call resolution.
- Escalate all issues that cannot be resolved on first call to the appropriate team.
- Follow up on all issues and assure resolution.
- Adhere to all department SLAs.
- Follow industry and compliance best practices to maintain a secure and resilient enterprise infrastructure at all levels.
- Maintain knowledge of current technical and industry practices and developments through continuing education.
- Support the IT team with other duties as assigned.
Requirements
Qualifications
- Minimum of two years’ relevant college or technical school training or equivalent experience.
- Experience in hardware, software, and network troubleshooting.
- Experience in group and individual training desirable.
- Customer service training and/or experience.
- Relevant experience in a Help Desk role or other Information Technology support role.
- High degree of effective interpersonal skills.
- Ability to sit for prolonged periods of time in front of a computer.
- Ability to perform physical activities, such as but not limited to, lifting personal computer equipment unassisted, bending, standing, climbing or walking.
- Commitment to company values and customer service.
- Ability to perform the essential functions of the job with or without reasonable accommodation.