IT Support Specialist

Job Summary

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Serve as a main point of contact for employees seeking technical assistance through the help desk
• Troubleshoot and mitigate technology issues as they arise in a quick and efficient manner
• Create and maintain documentation
• Create and maintain troubleshooting guides for commonly occurring issues
• Follow-up and update on statuses of outstanding tickets
• Identify and suggest possible improvements on current procedures
• Provide hands-on technical support for PSE employees and potentially other stakeholders
• As a front line highly visible employee this position will require an individual who is highly customer service focused and able to model values of ELEVATE program based on Management principals.
• Learn and grow as a technologist; always look for ways to acquire and apply new knowledge to improve processes or efficiencies.
• Other duties as assigned.

QUALIFICATION REQUIREMENTS:

• To perform the job successfully, an individual must be able to perform each duty satisfactorily. 
• The requirements listed below are representative of the knowledge, skill and/or ability required. 
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
• This is an Information Technology role and to that end, this role must have general technical skills.  

EDUCATION and/or EXPERIENCE:

• Bachelor degree in technology and/or equivalent industry experience. 
• In addition, this position requires:
• proven ability to work within a team as well as individually
• demonstrable expert level understanding of the Microsoft Office 365 productivity tools, including, but not limited to, Teams, Word, Excel, SharePoint, OneDrive.
• demonstrable excellent written and verbal communication skills
• a passion for technology and ability to learn new technology quickly ·         ability to work a flexible schedule and events some evenings, weekends and holidays
• ability to work effectively under pressure and under tight timelines or deadlines