IT Specialist

Overview

Mas Tec Communications Group is a leading national infrastructure construction company operating throughout the United States.

Mas Tec Communications Group performs both wireline and wireless communication services on a national scale. We are experts in cell tower construction, RF engineering, broadband fiber optic cable installation, OSP engineering, wireline construction, and emergency maintenance services.

At Mas Tec you’ll be joining a family, where we are dedicated to supporting each other and building an atmosphere of teamwork. As part of our team, your opportunities are limitless.

The IT Specialist is responsible for responding to inquiries and requests for assistance with the organization's computer systems and/or peripherals.

In addition, you will:

• Responds to inquiries and requests for assistance with the organization's computer systems and/or peripherals;
  Identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences and reducing calls to the service desk
• Coordinates with other Information Technology teams to resolve problems if necessary
• Support hours for the service desk are between 8:00 AM and 9:00 PM;
  Provides support and a central point of contact for standard software and hardware defined in the current Information Technology Services (ITS) Products and Services
• Logs all service desk calls or email requests into Incident Management System (Service Now), assign, update, and resolve incident as needed
• Analyzes and resolves incidents with a goal of 90% First Call Resolution
• Supports at a minimum Microsoft Office, Windows OS, and Remote access
• Completes requests for Password Resets, User Provisioning, Software requests and implementation, printer mapping and support
• Logs all service desk email requests into Incident Management System (Service Now)
• Investigates causes, tests solutions, and puts solutions in place to reduce calls to the service desk
• Fixes causes, not just solutions. Works to eliminate recurring issues and reasons to call
• Watches for trends that indicate potential incidents and then escalates the issues or concerns before they happen
• Must learn to think of the customer as the most important part of the job
• Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior
• Promotes a professional service desk image and sells the value of the service desk
• Understanding service desk priorities and objectives and taking an active role in accomplishing these objectives
• Reviews ITS Morning Meeting results and upcoming changes with the goal of knowing what is going into production and what could cause problems;
  Tries to identify possible problem areas or communication needs
• Passes feedback from customers on to the End User
• Keeps peers and End User/Alt End User informed of trends, significant problems, unexpected delays and anything new in the environment
• Keeps customers informed of global problems, scheduled downtime or anything that affects the computing environment
• Keeps customers informed of progress on problems that cannot be resolved on first call
• Keeps current on all the technology used in the environment supported
• Takes training that continues to develop interpersonal skills

• You have a track record of completing work with a high level of quality
• You have a knack for figuring out hard problems and enjoy a hands-on approach to your work
• Are proficient in Microsoft Office suites
• Have excellent oral and written communication skills
• Have excellent time management, organizational planning, and problem-solving skills
• You follow instructions, respond to management direction, and keep commitments
• Strong leadership and project management skills
• Able to manage, establish,…