IT Support Specialist Details

IT Support Specialist

Ancillare - Horsham, PA

Employment Type : Full-Time

Overview

We are currently seeking an IT Support Specialist to join our team. The IT Support Specialist reporting to the Manager, Global Infrastructure & Security will serve as the primary first point of contact for all end-user support requests. They will additionally perform and assist with server administration

• Serve as the first point of contact for end-users seeking technical assistance via the helpdesk system.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by the end user.
• Escalate unresolved issues to the proper internal IT staff.
• Record events and problems along with their resolution in the helpdesk.
• Prevision user accounts, equipment, and perform other on-boarding activities for new users.
• Disable user accounts and perform other off-boarding activities for terminated users.
• Maintain records of all company equipment dispensed to and returned from employees.
• Support company-owned mobile devices including phones, tablets, laptops, and other hand-held devices.
• Contact external support as needed to resolve end-user issues, or process warranty claims.
• Pass on feedback or suggestions by end-users to the appropriate internal team.
• Perform or assist with routine server maintenance.
• Support server-side systems hosted both on-premises and in cloud environments.
• Respond and escalate incidents impacting services such as outages or security incidents.
• Collaborate with other members of IT staff as needed.
• Identify and recommend improvements on procedures.
• Confident of knowledge, skills and abilities and pro-actively knowledge share while learning from others.
• Assist in the development of procedures, and policies relating to helpdesk activities.
• Regular ability to provide off hours support when required and appropriate.
• Driven to automate environments and provide the best possible customer service.
• Ability and desire to work a project to completion meeting and or exceeding timeline deliverables.
• Demonstrate and drive the Ancillare mission, values, and strategy.
• Participate and contribute positively to process improvement initiatives.
• Travel as may be required.
• Perform other duties as assigned.

• Bachelor’s degree in the field of computer science preferred, may consider equivalent work experience.
• 2 + years hands on work experience.
• Working technical knowledge of Microsoft operating systems.
• Understanding of and demonstration of customer service best practices and techniques.
• Understanding of ability to perform software and hardware troubleshooting.
• ComptTIA A+, CompTIA Network+, CompTIA Security+ or proprietary certifications such as Microsoft Fundamentals a plus.

• Ability to effectively communicate in English both written and verbal.
• Ability to partner and successfully gain collaboration across all levels of the organization.
• Ability to plan and effectively manage technical delivery of new functionality and enhancements.
• Proven ability to effectively work through ambiguous/undefined problems, to think abstractly.
• Demonstrated working style that is inclusive to ensure success in cross-team collaboration.
• Ability to effectively articulate technical challenges and solutions and be understood.
• Ability to effectively work independently and as part of a team.
• Self-directed and motivated.