Specialist- Mid Level

Job Title

Pay Range: $50.00hr - $55.00hr

• Demonstrates a range of technical understanding to independently resolve routine and non-routine issues on software and/or hardware.
• Ability to identify trends and makes suggestions for technical modifications to solve future problems.
• Ability to consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction.
• Ability to document solutions that solve client problems and clearly presents these solutions.
• Analysis of technical and user documentation for technical assistance and support.
• Ability to work independently on tasks, develops own work, schedule and monitors progress against defined parameters.
• Strong verbal and written communication skills.
• Demonstrates initiative in solving problems associated with projects and daily work.
• Demonstrates knowledge and a working experience with Service Now call tracking system.

• Evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact.
• Serve as a technical resource on standard desktop applications to 10,000+ computer users.
• Analyze customer needs and resolve technical problems while managing time to meet schedules.
• Troubleshoot hardware and software problems involving local area networks and personal computer systems.
• Manage critical incidents, identify problems, make necessary corrections, and assist others with resolutions.
• Support end user password resets and instruct users on the basic functionality of desktop applications.
• Follow detailed procedures while making recommendations for routine problem solutions.
• Enter information into the Service Now call tracking system and monitor to ensure customer service needs are met.
• Distribute organization-wide email communications and notices related to technology issues.
• Proactively promote positive customer relationships and mentor others to ensure client satisfaction.
• Provide updates on work progress to the customer and others using call tracking systems.
• Work with Data Center Operations regarding user file server data storage, network reservations, data restores, and account modifications including AD, email, and CITRIX.
• Collaborate with application development teams to identify application issues at the customer level.
• Work with network infrastructure teams to identify network issues and provide technical detail to assist in hardware resolutions.
• Lead projects that require directing the work of others and provide status on project work to management.
• Create and maintain all documentation of process and procedures for responsible areas.
• Implement requirements of the IT Security Office and protect data from unauthorized access, alteration, or destruction.

• Service Now.
• Active Directory.
• CITRIX.
• Hardware Troubleshooting.
• Software Troubleshooting.
• LAN.
• Desktop Applications.
• Technical Documentation.
• Project Management.

• Mid-Level Specialist experience.
• Technical expertise in Service Delivery of an Information Technology Infrastructure.
• Skilled in different types of computer hardware, software, peripherals, and networking protocols.