IT Specialist

IT Specialist

Position Summary:

The IT Specialist is responsible for the delivery of IT Services supporting the Marketing Alliance Group (MAG) locations and end users. He or she will work with the MAG IT Team using standardized procedures and systems to ensure that End User Incidents and Service Requests are:

• accurately entered into the Service Desk Application / Ticketing System.
• quickly, completely and accurately resolved based on the priority to the business and end user.
• completed within the budgeted time with travel optimized for both time and expense.

The Specialist will conduct thorough testing of new and refurbished systems prior to deployment. All documentation, training and implementation of the assigned tasks / requests are to be performed at a high level of competence and professionalism. The position will receive directions and guidance from the Service Desk Manager / Supervisor but will follow MAG approved procedures. The technician will operate in a team environment acting as a backup for other IT Service Desk associates. Some traveling will be required to support the various locations around the U.S.

Essential Duties & Responsibilities

• Demonstrate a sense of mission, intellectual maturity, emotional stability, and a record of achievement.
• Proficient in a wide range of aspects of IT hardware and software technology to include knowledge about personal computers, mobile devices, servers, printers and networking.
• Ensure that all Incidents or Service Requests are appropriately and completely logged into MAG's Service Desk System by creating and maintaining the ticket.
• Resolve all tickets that can be resolved by the technician immediately or in a timely fashion. Any ticket open for more than 3 business days will need to be escalated to the Supervisor or Manager for direction.
• Follow defined procedures to assign the ticket to the appropriate individual or team for resolution if it cannot be resolved by the technician.
• Monitor the tickets to ensure a timely resolution while keeping the requester informed.
• Escalate unresolved tickets to backup associates on the team or to third level teams or individuals.
• Close the ticket when the requester is satisfied with the resolution.
• Deploy personal technology to end users: new hardware / software installs or upgrades to an existing workstation and mobility devices.
• Provide desktop support to end users of personal technology, voice, and mobility devices.
• Diagnose connectivity issues with an end user's workstation or device with the servers needed to conduct business including basic networking diagnostic aspects.
• Consult with vendor support partners to resolve issues, as necessary.
• Provide support as outlined above by provisioning, maintaining, administering, troubleshooting and resolving reported incidents or satisfying approved end user requests using the supported infrastructure technologies and devices across the enterprise.
• Demonstrate excellent verbal, written, and listening interpersonal communication skills.
• Perform all necessary periodic operative and administrative activities required to maintain a high level of quality service to IT's customers.
• Participate in Project Moves / Business as Usual Moves and other duties as assigned.
• Demonstrate effectiveness in a team setting or environment.
• Be able to prioritize multiple requests and projects in order to optimize time and productivity.
• Be able to work independently with little or no supervision.

Critical Success Factors:

• Teamwork: Encourage an avid team environment among peers. Work closely with the end user and other IT team members to resolve issues impacting the business.
• Customer Satisfaction: Have a passion for customer service which strives to always put the "Customer in the Middle" when making any business decision. Establish a good rapport with external and internal customers and always strive to improve the "Customer Experience" with our customers.
• Problem Solving: Promote troubleshooting and issue resolution techniques among peers. Work closely with business users to resolve issues timely by balancing the demands of the business and critical schedules.
• Communication: Conflict resolution and anger diffusion are key elements to success. Associate must be able to work with a diverse range of personalities effectively. Also, they must be able to communicate effectively at all levels of the business in a clear and concise manner.
• Leadership / Initiative: Act as a role model among associates. Be proactive in anticipating problem areas and recommending corrective action. Exercise independent sound judgment in identifying appropriate resources for projects or tasks and problem solving. Make recommendations concerning improvements to processes and procedures that improve the overall business.

Requirements (including education requirements)

• Minimum of 4 years of IT Desktop and Infrastructure Support with networking activities.
• College or University degree in Computer Science or related field is a plus,
• A+ Networking, Microsoft Certified Professional (MCP), and / or CCNA certification preferred but not required.
• Proficient customer service skills, verbal communication, written, analytical, and problem solving skills in order to effectively and efficiently resolve basic user problems found in his or her support region.
• Must have the ability to lift up to 50 lbs.
• Experience with Microsoft Windows based PCs, networks and servers.
• Experienced with TCP/IP network and telecommunication technology (wired and wireless).
• Experience with VoIP Telephony, analog voice and videoconference systems.
• Experience with Active Directory, and Group Policy.
• Experience in the manufacturing industry preferred but not required.