IT Technical Support Specialist

Job Title:

IT Technical Support Specialist

Job Location:

Oshkosh, WI
Eligibility/Clearance: US Citizenship required as this supports a government contract

Responsible for supporting enterprise organization information technology requests, incident management, and outages. Appropriately route problems to the correct point of contact for immediate resolution or further escalation. Ensure customer satisfaction and operational excellence across enterprise end users.

• Providing day-to-day operational support and troubleshooting for the end user support ecosystem using appropriate standards for installation, configuration, response time, and ensure customer support excellence.
• Working on small projects and operational tasks
• Intimate knowledge of the ITIL process, ticket resolution, and stakeholder response
• Enhance technical knowledge and capabilities through training, understanding technical/organizational direction, and cross-training.
• Support and troubleshoot software applications on desktop and laptop computers, including basic to advanced operations and general computer use.
• Foundational troubleshooting network and connection issues for AV equipment, OT gear, and telephony (Cisco/Avaya). Document user requests and actions in Service Now ticketing system.
• Foundational troubleshooting client device break-fix, IMAC, imaging, and incident response support (PC, laptop, iPad, USB encryption, etc.).
• Directly engage stakeholders on incident response and event management escalations through timely response and excellent customer support.
• Contribute to helpdesk SOPs and training manuals for level I and II support.
• Utilize office product suites, including M365 cloud applications (Word, Excel, PowerPoint, Outlook, One Drive, Teams, etc.).
• Other duties as assigned.
• Regular attendance is required.

• Two (2) or more years of experience in the field or in a related area.
• Hardware, operating systems, ITSM, ITIL.
• Written and verbal communication skills, customer service, issue resolution, and problem solving.
• HS Diploma in combination with relevant certifications, or associate's degree in information technology or related Field.

• Bachelor's degree in information technology or related field.

Arena Technical Resources, LLC, (ATR) is an Equal Opportunity Employer (EOE) who will provide equal employment opportunity to employees and applicants for employment without regard to race, ethnicity, religion, color, sex, pregnancy, national origin, age, veteran status, ancestry, sexual orientation, gender identity or expression, marital status, family structure, genetic information, or mental or physical disability.