Job Title - IT Support Specialist

Location - Longmont CO, Irvine CA ,San Jose CA, Devens MA

Position-W2

Job Description-

• Tier 2 IT support and escalation point for the IT Global Service Desk and Site Operations.
• Follow SLA guidelines and maintain high-level customer satisfaction
• Installing and configuring computer hardware operating systems and applications.
• Supporting printers, cell phones, Cisco handsets
• Taking end-user clients through a series of actions, mostly face-to-face, to help set up systems or resolve issues.
• Act as a focal point for conferencing issues, global company meetings and town halls.
• Recording, tracking, and documenting the problem-solving process, including all successful and unsuccessful actions taken, through to the final resolution.
• Working continuously on a task until completion (or referral to third parties, if appropriate).
• Identifying opportunities to increase Tier 2 resolution and efficiency
• Perform related duties consistent with the scope and intent of the position
• Provide VIP support (Executives lower than C-Suite)
• Tier 2 IT support and escalation point for the IT Global Service Desk and Site Operations.
• Follow SLA guidelines and maintain high-level customer satisfaction.
• Installing and configuring computer hardware operating systems and applications.
• Taking end-user clients through a series of actions, mostly face-to-face, to help set up systems or resolve issues.
• Prioritizing and managing walk-up counter support for multiple users at single instances
• Act as a focal point for conferencing issues, global company meetings and town halls.
• Recording, tracking, and documenting the problem-solving process, including all successful and unsuccessful actions taken, through to the final resolution.

• Working continuously on a task until completion (or referral to third parties, if appropriate).
• Identifying opportunities to increase Tier 2 resolution and efficiency.
• Perform related duties consistent with the scope and intent of the position.
• Perform IT security remediation
• Manage customer escalations
• Support administration of computing environment
• Manage cases with external parties (e.g., Cisco TAC)

Job Type: Full-time

Salary: $14.25 - $33.83 per hour

Benefits:

• Dental insurance
• Health insurance
• Relocation assistance
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Signing bonus

Ability to commute/relocate:

• Devens, MA 01434: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

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