IT Technical Support Specialist

Duration: 10 Months, extension possible based on business needs and performance

Work Schedule:

1st shift, Mon-Fri, general business hours with some flexibility. Pay range: $32.00 - $35.00/hr onsite Job SUMMARY

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.
• The manager is looking for this when reviewing resumes:
• 2 or more years of experience from troubleshooting hardware and software issues for end users.
• Excellent customer service skills, strong written and verbal communication skills, issue resolution, and problem solving.
• Candidates from a similar role in the manufacturing industry. (not a requirement, but preferred)

• Four options of medical Insurance
• Dental and Vision Insurance
• 401k Contributions
• Critical Illness Insurance
• Voluntary Permanent Life Insurance
• Accident Insurance
• Other Employee Perks

Lance Soft is rated as one of the largest staffing firms in the US by SIA. Our mission is to establish global cross-culture human connections that further the careers of our employees and strengthen the businesses of our clients. We are driven to use the power of our global network to connect businesses with the right people, and people with the right businesses without bias.

We provide Global Workforce Solutions with a human touch.