What are the responsibilities and job description for the Information Technology Specialist position at John Galt Staffing?
Basic Function:
This role will provide day to day first touch phone and walk-up support for IT hardware, software and networking inquiries coming from 2500 global employees.
Essential Functions:
- Standard day shift, On premise work location
- First point of contact for all IT issues, quickly responding to requests
- Follows scripted IT handling/engagement procedures
- Triages and categorizes incidents and requests, ensuring all tickets are properly documented and assigned
- Uses remote support tools to further diagnose and troubleshoot issues at remote locations
- Routes issues not resolved on initial contact to the correct team for resolution
- Partners with ITCS Enablement Team and others in IT to ensure proper handoffs and follow through
- Educates end users on self-service support tools and best practices
- Assists in documentation of troubleshooting procedures that can be shared in the knowledge base
- Assists in identification of trends in incidents, recommending review of recurring issues
- Services supported include hardware (desktops/laptops, mobile devices, printers, file shares), video-conferencing, WAN and VPN networks and phones, business applications, Active Directory administration, and collaboration tools such as Office365 and email
Salary : $60,000 - $65,000
