IT Support Specialist

Posted: 5 months ago

Job Title: IT Support Specialist
Job Location: San Francisco, CA
Duration: 6+ Months Contract

• Provides 2nd level on-site technical support for foundational issue on hardware, software and service request
• Assesses, appropriately triages, and escalates tickets when appropriate to Senior Staff
• Obtains and evaluates all relevant information to handle product and service inquiries
• Processes requests and incidents escalated from the level 1 support
• Updates incident tickets through resolution and enters new incident tickets for walk-in/drive by request into the tracking system
• Assists customer with recovery issues
• Follows up on customer interactions with customer and internal IT staff
• Responds to and establishes communications and confirmations with incident reporting parties
• Takes steps to meet or exceed service level agreement (SLA) targets
• Provides courteous, efficient, and friendly service to all customers at all times
• Monitors and manages incoming service / incident requests and assigns appropriately
• Coordinates workstation build / deployment including interaction with customer for scheduling, obtaining required forms, confirming equipment & technical resource availability
• Develop basic to intermediate 'how to' documentation for customer use
• Review & update existing technical procedures to present to technical team for feedback, creates new technical document as needed
• Provide basic technical training on hardware and software to customers
• Partners and coordinates with IT Training Department to refresh training room equipment Complexity
• Performs duties with guidance or direction
• Uses established guidelines to resolve 2nd level escalated technology issues received from the help desk
• Provides maintenance and support for limited complexity client products including software and hardware
• Works on problems of limited scope, following standard best practices and procedures in analyzing reported issues and/or requests.

• Associate's Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field, or equivalent work experience
• Typically requires 1 to 3 years of relevant technical or business work experience
• Demonstrated working knowledge of basic/foundational hardware, software products, problem solving and diagnostic skills.