Information Technology Specialist - Westford, United States - John Galt Staffing

Description

Basic Function:

This role will provide day to day first touch phone and walk-up support for IT hardware, software and networking inquiries coming from 2500+ global employees.

Essential Functions:

• Standard day shift, On premise work location
• First point of contact for all IT issues, quickly responding to requests
• Follows scripted IT handling/engagement procedures
• Triages and categorizes incidents and requests, ensuring all tickets are properly documented and assigned
• Uses remote support tools to further diagnose and troubleshoot issues at remote locations
• Routes issues not resolved on initial contact to the correct team for resolution
• Partners with ITCS Enablement Team and others in IT to ensure proper handoffs and follow through
• Educates end users on self-service support tools and best practices
• Assists in documentation of troubleshooting procedures that can be shared in the knowledge base
• Assists in identification of trends in incidents, recommending review of recurring issues
• Services supported include hardware (desktops/laptops, mobile devices, printers, file shares), video-conferencing, WAN and VPN networks and phones, business applications, Active Directory administration, and collaboration tools such as Office365 and email