IT Support Specialist

Harris is one of the country's leading mechanical contractors, offering stability and resources alongside a team culture. The IT Support Specialist will provide technical assistance across the organization, troubleshoot issues, and maintain documentation to ensure effective IT operations.

Responsibilities

• Receives, responds to and monitors status of requests for technical assistance; updates ticketing system to reflect activities performed and status of request to ensure timely completion of work order in accordance with established policy
• Follows escalation procedures in situations where advanced troubleshooting/application support is necessary to resolve end user issues
• Answer questions, provide end-user training, and resolve problems via telephone and email, primarily utilizing remote support software and tools
• Provide and allocate necessary access to multiple software applications or folders for end-users utilizing admin tools and solutions provided
• Support all user machines from initial setup/account creation and onboarding/file access to equipment replacement/data transfer and account termination-to-equipment return
• Create detailed documentation for IT, both internal and external facing regarding technical how-to's/troubleshooting processes and workflows
• Assists in the administration of the primary ticketing system; creating, updating, and modifying ticket templates, automations and triggers to improve efficiency and coordinate workflows
• Participates in PMO Governance process to understand overall technology strategy at Harris
• Meets deadlines and requirements for any milestones or deliverables assigned
• Identifies, gathers and analyzes data relating to non-functional applications and software for incident reporting and resolution
• Actively participates in deployment and relocation of computers and associated peripheral equipment
• Meets and maintains adequate KPIs in technical support, ticket quality, and SLAs
• Creates and maintains application and end user documentation following applicable department, company and industry standards and policies
• Identifies, investigates, tracks, and resolves minor project, system or application errors ensuring solution is timely and of acceptable quality
• Maintains inventory of all loaned laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards
• Develops and applies standard computer images with authorized software to computers to ensure consistent configurations
• Participates in preparation of fully integrated testing scenarios for application deployment and configuration; provides information to be evaluated as part of comprehensive testing plans
• Researches information systems across multiple levels and states and their relationships
• Investigates the root cause(s) of poor performing processes, identifies any process automation contributors, and recommends corrective actions

Skills

• High School Diploma Required
• Help desk/technical support experience
• Experience in diagnosing and resolving technical issues in a business environment
• Customer service experience
• Proficient understanding of office productivity software
• Utilizing hardware and software diagnostic tools in a Microsoft Windows environment

Benefits

• Medical, dental, vision, and life insurance
• 401K with company match
• Vacation time, sick time, and paid holidays
• Paid Parental leave
• Sales Incentive Plan

Company Overview

Company H1B Sponsorship