Information Technology Support Specialist

A Service Desk L1 support is the first level of support provided by a service desk to end-users or customers. The primary responsibility of L1 support is to provide basic technical assistance and troubleshooting for IT-related issues. This includes answering phone calls, emails, and chat messages, as well as resolving incidents and fulfilling service requests.

L1 support technicians are responsible for triaging incidents and requests, collecting information from users, diagnosing and resolving issues if possible, and escalating complex issues to higher-level support teams if needed. They are also responsible for maintaining accurate records of all incidents and requests, including all actions taken and resolutions provided.

In general, L1 support is the first point of contact for end-users and customers who need technical assistance. They play a crucial role in ensuring that users have a positive experience with IT services and that incidents and requests are handled efficiently and effectively

General Summary of the Job:

This job has two components.

Data Center responsibilities - Provides on-site data center support and monitoring in the location utilizing established processes and procedures. Monitoring the network, applications, internal web sites and peripheral equipment. At times this requires researching error conditions and alerting Service owners of outages. Generally providing Level 1 Support while maintaining necessary operating records. This is an entry level position however we expect successful candidates will be competent in most phases of computer operations. Operates under close to moderate supervision.

Service Desk responsibilities – Staff for a 24x7x365 Service Desk. Service Desk Analysts need to be good problem solvers who are genuinely interested in helping people. Because much of our work is done over the telephone, chat and via email, excellent verbal and written communication skills are a must. Patience, tact and the ability to handle pressure are important along with the ability to work independently as well as part of a team.

Essential Functions: Service Desk

• Act as first point of contact in the event of a critical situation impacting Data Centers.

• Monitor physical data center environment.

• Familiar with fire suppression system, water detection.

• Escalate issues as required.

• Provide first line support to Internal Customers for service desk issues, including without limitation, fulfilling hardware and software support requests via phone, chat, email or online tickets.

• Work to resolve Internal Customer service desk issues by providing necessary services, troubleshooting, fixes, workarounds, training and advice.

• Escalate more complex Service desk issues to the relevant Siemens IT team/technician within prescribed time limits.

• Manage Service desk requests from receipt of the support request through fulfillment/problem resolution, or escalation.

• Log all Internal Customer interactions in the ticket system.

• Document incident resolutions and knowledge for reuse by Internal Customers and IT support personnel.

• Comply with all of IT Service Management processes and best practices.

• Participate as requested in appropriate IT releases by testing the usability of such releases from an Internal Customer's perspective.

• Drive continuous improvement in IT request and support processes.

• Work on additional projects as requested and pre-approved by the team lead or manager.

• Be flexible to work any shift or overtime as requested.

Skills and Abilities Required:

• Strong Customer Service skills

• Strong Verbal and Written communication skills

• Strong trouble-shooting skills

• Strong and fast Key-boarding skills

• Should have a strong understanding of basic computer hardware, software and networking systems, and be able to explain them in a clear, concise manner.

• Strong knowledge of system administration Windows Operating Systems like Server2013/2016, Win7, Win10 and MS office suites from 2007 to the most recent one. Experience with O365 beneficial

• UNIX and Linux would be nice to have.

• Innovative thinking

• Being a team player

• Curious in regards to new IT technologies

• Absolutely reliable and dedicated to the job

Education and Experience Requirement:

Bachelor Degree in Computer Science or equivalent experience, but at least 5 years of working experience in IT

• Working knowledge of current Microsoft based operating systems

• Working knowledge of multiple browsers (IE, Chrome, Firefox)

• Knowledge, training or experience with Unix or Mac desirable

• Knowledge of emerging tools, techniques and technologies

• Experience or training with using and troubleshooting Microsoft Office and Office 365 with emphasis on Teams, Outlook, MS Word, MS Excel and MS PowerPoint

• Knowledge of Antivirus software, PKI, data security and data encryption desirable

• Experience or training with set-up and troubleshooting of remote connectivity

• Basic understanding of PC hardware set-up and configuration, MCP, CompTIA, A+ and/or network+ certification would be desirable

• Microsoft SharePoint knowledge - desirable

• Previous Service Desk or Network operations experience preferred

• Working basic knowledge of Networks and troubleshooting network connection issues.

• Account management, Active Directory knowledge (add, change) - preferred

Working Conditions/Physical Requirements:

• Normal Office environment

• Ability to sit long periods of time

• Ability to talk on the phone long periods of time

• Must be flexible to work any shift or overtime as requested

• Travel is not expected in this position

• Some light lifting and the ability to move through data center environment is required