- Participate in on call rotation.
- Provide accurate and timely updates to work tickets, incidents, and outages.
- Develop a command of ITIL service management practices and customization made to company standards.
- Receive, ticket, and route end user support issues.
- Learn and develop expertise in in-scope applications and platforms for areas supported (e.g., functionality, data, reporting, administration, etc.)
- Document all support outcomes, including resolution and notes.
- Participate in updating service policies and procedures (where needed).
- Assist with commercial and custom system testing and debugging (new releases, features, etc.)
- Maintain awareness of the company's system environment to ensure the highest level of service and support to the organization.
- Support and maintain knowledgebase with current standards and resolution procedures.
- Bachelor's or Technical Degree (computer science, information systems, software engineering or other industry related curriculum).
- Ability to understand the company's application portfolio as well as how the different systems contribute to daily business operations.
- Strong networking skills, including an ability to leverage relationships to solve problems.
- Ability to analyze and solve problems, think outside of the box, and grasp technical concepts.
- Familiarity with ITIL concepts.
- Experience with ServiceNow or other support management software a plus.
- Experience with Telephony tool.
- Ability to combine information or data to find relationships among seemingly unrelated events.
- Possess entry level industry certification(s) e.g. CompTIA A+
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IT Support Technician - Union City, United States - Group A LLC
Description
This role is a contracted role through 11/01/2024 with the potential to extend based on budgets and headcount.. Full benefits are offered during the contract period: Medical, Dental, Vision, Life Insurance, 401k.We are looking for an IT Support Technician to join our team on-site in Union City, CA.
The IT Support Technician will act as the first point of contact for the business partners of our IT team. As such the Technician answers incoming calls, processes emails and web tickets, and tracks all information in the ITSM tool. This includes software, hardware, network, telecommunication systems and basic desktop support matters. In this role, our technicians are responsible for determining the issue, escalating as required, working through a remedy, and then resolving the problem. The IT Support Technician may also install software, updates and upgrades on the computers, workstations, and network.
Responsibilities:
