IT Support Specialist

TAIT partners with artists, brands, IP holders and place makers to bring culture-defining, never-before-seen experiences to life. With a legacy of innovation spanning over 45 years, TAIT has grown from pioneering in rock ‘n’ roll concert staging to setting the global standard for extraordinary live events and experiences through cutting‑edge technology, precision engineering, and creative design. TAIT’s 20 global offices have developed iconic productions and experiences in over 30 countries, all seven continents, and even outer space for renowned performers, theme parks, exhibits, and venues across the globe, including partnerships with Taylor Swift, Cirque Du Soleil, Royal Opera House, Nike, NASA, Bloomberg, Google, Beyoncé, and The Olympics.

The IT Support Specialist II serves as a senior source of technical assistance and support to the user community for hardware, software, access, permissions, and other technical resources. Responds to complext tickets for break/fix incidents as well as service requests. Requires knowledge and skills to either assist the user to fix the problem, or elevate the problem to the appropriate IT resource, following department procedures.

Accuracy/quality and concise documentation of work is a large requirement of this position; good attitude and customer service skills; good work ethic; good attendance record and punctuality.

• Review senior level incoming and assigned IT support tickets, determining priority before working ticket or escalating to the proper IT resource.
• Monitors, creates, updates, maintains, and resolves complex IT support tickets.
• Properly documents all ticket updates and resolutions and follow up with all parties involved to ensure the problem was corrected to their satisfaction.
• Create new documentation (knowledge base) or update existing knowledge base items.
• Monitors computer software and hardware operating status; ensure that computers, printers, and other peripherals are in operating order.
• Performs hardware and software maintenance, when necessary.
• Reports equipment problems or failures and provides necessary documentation.
• Sets up, configures, and installs new equipment which may include Desktops, Laptops, Printers, Mobile Devices, Network Equipment, etc.
• Assist users with general application problems/questions and elevate to the appropriate resource when necessary.
• Installs and configures desktop applications.
• Communicates thoroughly and timely all pertinent information to give management as much time as possible to react to situations.
• Uses proper customer service etiquette when interacting with customers, vendors and others.
• Maintains a positive, proactive attitude committed towards continuous improvement of company culture and productivity.
• Maintains a clean and organized work area.
• Ability to work independently on tickets and other assigned tasks, seeking assistance from peers or leadership when necessary.
• Adhere to all company safety policies and procedures.
• Attend meetings, seminars, and training sessions as required.
• Perform assigned duties according to the policies and expectations prescribed by the company.
• To perform this position successfully, each essential responsibility/accountability must be fulfilled satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the responsibilities and accountabilities outlined above.
• Other duties may be assigned to meet business needs.

This role has no management or supervisory responsibilities.

• Customer Service Orientation: A strong commitment to providing excellent customer support and resolving user issues efficiently.
• Communication
  
  Skills:
  
  Effective verbal and written communication to assist users with technical problems and provide clear instructions.
• Technical Proficiency:
  Profound knowledge of computer hardware, software, operating systems, and common troubleshooting procedures.
• Problem‑Solving:
  Ability to diagnose and resolve technical issues, often under time constraints, to minimize user disruption.
• Patience and Empathy: A patient and empathetic…