IT Service Specialist II


Category: IT
Job Type: Full Time

Posted on:
Last Updated:

Summary
The IT Specialist is responsible for providing HID Global users with comprehensive first-tier support for the efficient resolution of end-user incidents, service requests, and problems. The IT Specialist will be an active and contributing member of the IT Support Services team and will report to the Support Services Manager.

Duties and Responsibilities include the following. Other duties may be assigned.
Provides face to face, first-tier support for the efficient resolution of IT end-user-related incidents, service requests, and problems; and update service desk management tool accordingly
Participates in service desk ticket queue schedule providing telephony support for local and global business units in the Americas.
Resolves issues utilizing excellent customer service skills, problem solving skills, and technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction
Manages and triages multiple incoming priorities effectively by understanding customer needs to identify potential problems and escalate to department contact for resolution
Takes ownership of all customer interactions, utilizes appropriate follow-through, and logs all customer interactions. Provides timely feedback to external and internal customers via phone, email or other form of communication
Installs (moves, adds, changes), maintains and configures VoIP phones, PCs, network printers and other computing devices
Provides limited technical support for engineering, manufacturing, and other business systems for local offices
Assists other IT functional teams to troubleshoot local systems
Documents, maintains, upgrades or replaces hardware, software systems, and licenses
May participate in some projects
Performs related tasks as needed or assigned

Qualifications
Experience with ITIL/HDI methodology and best-practice
Experience with asset management and push technologies such as SCCM
Experience in problem solving and troubleshooting hardware and software issues
Self-motivation and an eagerness to learn are equally important job requirements
Ability to follow documented operational procedures and independently organizes, coordinate, and complete job orders
Ability to plan, organize, prioritize and follow-up on tasks to complete work as scheduled and to meet deadlines
Ability to produce detailed documentation as necessary

Education and/or Experience
Minimum of 3 years of experience with desktop support, network support, and/or enterprise service desk support.
Technical knowledge of Windows 7/10, Windows Server 2003/2012/2016 operating systems, PC hardware technology, iPhone /iPad / Android smart phones, Active Directory, Exchange, MS Office 2010/2016, basic networking, and VoIP including operations and troubleshooting

Language Skills
Ability to effectively communicate in the English language, both verbally and in writing.
Ability to read and interpret technical journals, specifications, international technical standards, etc.

Computer Skills
Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.
Familiar with operating systems, such as Windows, etc.

Customer Expectations
Ability to Understand Information Technology as a Service.
Familiar with Incident Management and Major Incident Management
Understands IT support related measures and metrics.
Familiar with the concept of “Return to Service”

Work Environment
Employee works primarily in an office environment, within a well ventilated area, and is exposed to moderate noise levels.

Work Requirements
Compliance to all relevant HID Global policies and procedures related to Quality, Security,
Safety, Business Continuity, and Environmental systems.
Travel and fieldwork, including international travel may be required. Therefore, employee
must possess or be able to acquire a valid passport.
Must be legally eligible to work in Ireland

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