Job Summary:
The IT Support Specialist acts as the primary point of contact for Viterra's end user community. They are responsible for assisting in the troubleshooting and maintenance of all end user devices and applications. The ideal candidate will perform both remote and in-person troubleshooting as needed, sharing an on-call rotation which provides 24/7/365 support. This individual will immediately play a key role in handling front line support of the telecom, audio/video conferencing, network, and server infrastructures, escalating issues as needed to our Tier 2/3 teams.
Essential Job Functions:
Answer phones as part of an incident management rotation providing assistance to end users as they report IT issues
Provide first-level break/fix support for end user devices such as PCs/laptops, virtual desktops, phones, printers, and conference room equipment, as well as their accompanying applications
Document all calls and requests within the ServiceNow platform
Work with third-party support and service vendors to ensure that the network, phones, and servers are operational, escalating to Tier 2/3 engineers when appropriate
Assist with 24/7/365 shared pager rotation, responding to and resolving production-down issues
Demonstrate a commitment to acquiring new skillsets and capabilities
Assist in maintaining appropriate patching and compliance levels as required for hardware and software through the use of tools such as SCCM
Image and deploy new workstations as part of a hardware lifecycle
Develop and maintain process documentation
Seek out opportunities to automate manual tasks
Qualifications/Education/Experience/Skills: Strong presentation, communication, and facilitation skills (oral and written)
Strong customer service ethic
Experience working with cross-functional business initiatives involving varying levels of the organization, from end users to executive leadership
Must be self-motivated with an ability to initiate and follow through on multiple concurrent projects/tasks under minimal supervision with high attention to detail
1-year Service desk, IT support experience
Basic understanding of infrastructure services such as Active Directory, DNS, DHCP, DFS, Group Policy, and File/Print is required
Ability to document and effectively communicate complex technical subject matter
Preference for breadth of IT domains, technologies and roles
Office 365
General networking knowledge
Citrix desktop virtualization and application delivery
Working with remote locations and resources
Basic PC hardware configuration
