Information Technology Specialist

Mastec, Inc
Published
June 5, 2021
Location
Denver, CO
Category
Job Type

Description

SUMMARY

Respond to inquiries and requests for assistance with the organization's computer systems and/or peripherals. Identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences and reducing calls to the service desk. Coordinates with other Information Technology teams to resolve problems if necessary. Support hours for the service desk are between 8: AM and 9: PM. Provides support and a central point of contact for standard software and hardware defined in the current Information Technology Services (ITS) Products and Services.

DUTIES AND RESPONSIBILITIES:

  • Incident analysis and resolution

    • Logs all service desk calls or email requests into Incident Management System (ServiceNow), assign, update, and resolve incident as needed.

    • Analyzes and resolves incidents with a goal of 90% First Call Resolution.

    • Supports at a minimum Microsoft Office, Windows OS, and Remote Access.

  • Direct Service Desk Requests

    • Completes requests for Password Resets, User Provisioning, Software requests and implementation, printer mapping and support

    • Logs all service desk email requests into Incident Management System (ServiceNow)

  • Incident prevention and continuous process improvement (when time permits)

    • Investigates causes, tests solutions, and puts solutions in place to reduce calls to the service desk.

    • Fixes causes, not just solutions. Works to eliminate recurring issues and reasons to call.

    • Promotes effective use of technology.

    • Watches for trends that indicate potential incidents and then escalates the issues or concerns before they happen.

  • Customer Service

    • Must learn to think of the customer as the most important part of the job.

    • Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior.

    • Promotes a professional service desk image and sells the value of the service desk.

    • Understanding service desk priorities and objectives and taking an active role in accomplishing these objective.

  • Participates in other I&O teams

    • Reviews ITS Morning Meeting results and upcoming changes with the goal of knowing what is going into production and what could cause problems. Tries to identify possible problem areas or communication needs.

    • Passes feedback from customers on to the End User.

  • Communication

    • Keeps peers and End User/Alt End User informed of trends, significant problems, unexpected delays and anything new in the environment.

    • Keeps customers informed of global problems, scheduled downtime or anything that affects the computing environment.

    • Keeps customers informed of progress on problems that cannot be resolved on first call.

  • Training

    • Keeps current on all the technology used in the environment supported.

    • Takes training that continues to develop interpersonal skills.

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