IT Support Specialist

Introduction

The IT Support Specialist is primarily responsible for performing a full workload of technical services for IBM employees with complete responsibility for customer satisfaction with the services provided. Services include software configuration, device setup, upgrades, device reimaging, device installation, software support, or software analysis and repair. This role seldom requires assistance from support resources to carry out complex or difficult service for in-scope activities.

Your Role and Responsibilities

As an IT Support Specialist, you will demonstrate leadership in innovative problem resolution techniques, providing support and assistance to others. Services may be directed by a service call management process or be performed as part of a team. You will possess extensive knowledge of complex workstations, personal computers, printers, and mobile computing devices. Communication with IBM management and/or team members on a timely basis is crucial to inform regarding work status, potential or existing problems, and to seek advice and assistance. Maintaining business-like communications, conduct, and appearance, and otherwise demonstrating a courteous, positive, and professional attitude at all times, is expected. You will perform a full workload of technical services to IBM employees, making appropriate use of reference materials, support centers, and diagnostic aids. This includes performing problem determination utilizing diagnostics, reference documentation, service aids, tools, and test equipment to accurately and promptly diagnose equipment malfunctions. All issues must be fully documented in an accurate and timely manner. With assistance as necessary, you will analyze problems in the areas of hardware/software installation, migration, and operational services using existing techniques and tools. You may also challenge the validity of and make recommendations for improving the processes and procedures used for services delivery.

Preferred Education

Bachelor's Degree

Required Technical and Professional Expertise

• Excellent Communication as well as Customer service skills and problem-solving ability.
• Mobile Device Skills.
• 2+ years of Strong operational knowledge and experience of Windows, Red Hat Linux, Mac OS, and iOS operating systems, common application programs, system diagnostics and local/remote support structure.
• Experience supporting Outlook, MS Office, MS Teams, OneDrive, Box, and Windows.
• Knowledge of system configuration, physical and network connectivity.
• Ability to provide information and direction to others in a clear and concise manner.
• At least 2 years Windows support experience professionally and/or personally.
• At least 2 years professional troubleshooting expertise.
• Customer support experience and service focus.
• Active listener with flexibility to modify approach and adapt to customer needs.

Preferred Technical and Professional Experience

• IT Service Management Knowledge: Exposure to IT service management principles and practices, including service delivery, service support, and service transition. Familiarity with IT service management frameworks and standards is beneficial.
• Multiple Platform Familiarity: Experience working with multiple platforms, processes, or architectures is advantageous, including knowledge of various operating systems, application programs, and system diagnostics.
• Technical Leadership Skills: Exposure to technical leadership roles, including leading technical teams, mentoring junior technicians, and providing technical guidance and assistance to others.

Key skills/competency

• Technical Support
• Customer Service
• Windows OS
• Mac OS
• Red Hat Linux
• Mobile Device Management
• Troubleshooting
• Hardware/Software Installation
• IT Service Management
• Problem Determination