IT Specialist

Make a difference. Be happy. Grow your career.

The Role

The IT Specialist provides level 1 support to organization by answering, tickets, calls, chats, and e-mails from end users to resolve IT issues along with documenting issues to be escalated to application and systems teams. This role will also maintain company inventory and assets and provide support to new users in the onboarding process.

Key Responsibilities

The IT Specialist will be responsible for, but not be limited to:

• Providing a high level of professionalism and customer service
• Monitor ITSM queues to ensure SLAs
• Serving as first point of contact for end users seeking IT assistance
• Supporting various technology and software such as Windows 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity and Mobile Device Management
• Performing remote troubleshooting through technical diagnostic techniques, remote software, and pertinent questions
• Taking end user calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols as needed
• Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)
• Identifying and escalating high-priority IT issues appropriately
• Maintaining and expanding knowledge of help desk procedures and services
• Adhering to policies and procedures such as HIPAA and client notification expectations
• Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested
• Perform new user on boarding tasks
• Order and ship equipment
• Maintain company IT assets and inventory
• Installing, configuring, and monitoring computer hardware
• Operating Audio/Video equipment
• Provide IT Orientation and other training to employees

Skills and Experience

• Excellent customer service and communication skills, written and verbal
• IT Service Desk or IT Support experience, preferred
• General knowledge and/or experience in computer systems and software such as network connectivity, VPN connectivity, O365, AD, and Mobile Device Management
• ITIL training and/or experience desired
• Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) a plus
• Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills
• Ability to apply problem solving skills across repetitive tasks
• Strong attention to detail and ability to organize
• Must be able to work independently, as well as within a team environment
• Must demonstrate and embody Nordic's maxims

Additional Details

• Working in Madison, WI, is required.
• Ability to take on-call rotations outside of core business hours, including nights and weekends
• Ability to travel up to 5% of the time