Job description

Role: , Senior Information Technology Support Specialist

Location: Pittsburgh, PA

Duration: 6 Months

Status: Able to be hired, no sponsors.

"Position Purpose:
Serve as contact in providing remote customer service and complex technical support to internal partners and vendors. Act as a technical resource for other IT Support Specialists.

Education/Experience:
High School diploma or equivalent. Bachelor's degree in Computer Science, MIS or related field preferred. 3+ years of technical support experience. Knowledge of Windows operating systems, SCCM, Altaris, SMS, and ServiceNow experience a plus. Mac experience a plus."

"Provide second-level remote support of customers’ software and minor operating system modifications requests. Investigate, research, and resolve complex IT issues
Respond to requests and document tickets in Service Now following Information Technology policy and procedures
Perform software installations, upgrades, and configure customer-specific software
Review team’s current processes and recommend process improvements. Update installation guides and workflow processes. Collaborate with Information Technology teams to update workflow processes impacting multiple teams
Identify training needs, perform new user IT training and communication of IT policies and standards to improve software performance and customer service
Monitor service level agreements, perform scheduled departmental audits, and report findings to management
Act as a technical resource for Information Technology support specialists and coordinators "

Large Corporate experience required. ServiceNow experience required. This will be a in office position .

Day to Day Responsibilities of this Position and Description of Project:

Requirements:

Great customer service and communications including Executive support

IT End user compute troubleshooting (Windows/MAC, PC Hardware, Audio Video/ Conference rooms/ Printers/ Smartphones + Telephony/Networking

Operational Discipline : Follow Processes , working knowledge of Service Now for Incident/Request and Asset Management would be a plus

Highly motivated , self-reliant and great team player. Some of these roles will have a remote manager.

These are all full time onsite critical worker roles during Covid.

This is an onsite role supporting local and remote employees

Install, diagnose, repair, maintain and upgrade all PC hardware and equipment to ensure optimal workstation performance

SME for areas deemed critical by the Regional Manager, provides technical guidance to all parties.

Troubleshoot problem areas in a timely and accurate fashion, and provide end-user assistance where required

Remotely Troubleshoot incidents using technical and investigative procedures to provide a resolution for end users

Evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint

Follow up on outstanding incidents/requests to provide better customer satisfaction

Provide walk-thru customer first service, interact with our end user base

Collaborates with others to solve problems and actively incorporates input from various sources; has experience escalating to teams outside of Tech Support Services

Complete ticket logging/classification/categorization correctly and efficiently

Train users and communicate on how to use technology equipment and provide process documentation providing the best customer service

Maintain appropriate stockroom level by adhering to procurement and asset inventory process

Act as escalation point for any IT related issues

Demonstrate strong IT trouble shooting and technical skills related to end user computing (PCs, MACs, Smartphones, Windows, Microsoft apps etc.) and networking

Strong Customer Service, collaboration and communication skills

Technical Knowledge of Audio Visual and Conference technology a big plus

Working knowledge of Service Management (ITIL) and use of Service Now

Disciplined approach to following operational processes

Provide first-level on-site deskside IT support of customers’ software, operating system and hardware requests. Investigate, research, and resolve moderately complex issues.

Respond to requests and document tickets in Service Now following policy and procedures.

Perform software installations, upgrades, and configure customer-specific software.

Review team’s current processes and recommend process improvements.

Document installation guides and workflow processes. Collaborate with Information Technology teams to update workflow processes impacting multiple teams.

Train users and communicate policies and standards to improve software performance and customer service.

Act as a technical resource for Information Technology support coordinators.

Serve as contact in providing on-site customer service and moderately complex technical support to internal partners and vendors.

Deskside services – image computers, prep computers, manage, distribute, and collect inventory (need organization skills), work with Dell on damaged equipment, etc.

Support 400-500 people

Metrics: timeframes to complete, timeframe to pick up tickets/request tickets

Education/Experience:

• High school diploma or equivalent. Bachelor's degree in Computer Science, MIS, or related field preferred. 5+ years of technical support experience. Knowledge of Windows operating systems required and ServiceNow experience a plus.

Any future projected positions potentially coming up? NO If yes, note:

Internal/External Groups with which the Candidate will interface:

Required Skills/Experience:

Senior Level experience required.

ServiceNow

Work exp in enterprise level company

This will be an onsite position

Education Requirement:

Education Preferred:

Software Skills Required:

Windows 10 support, ServiceNow

Required Certifications:

Required Testing:

Job Type: Full-time

Salary: $18.00 - $24.00 per hour

Benefits:

• Dental insurance
• Health insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: One location

Speak with the employer
+91 +14086102790

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