The IT Support Specialist is responsible for level 1 support of the Aqua Finance computing environment, delivering outstanding customer service while troubleshooting and fixing issues relating to computer hardware, OS, applications, network, and VOIP phone.
Essential Functions
Receive user reports of issues by phone, email, IM, or ticket; log, track, and manage to resolution within ticket system
Document troubleshooting efforts in ticketing system
Resolve user problems concerning hardware and software issues
Triage user issues to next levels of support as determined necessary
Install, test, troubleshoot and maintain hardware and software products for all departments
Provision users in Active Directory and other systems
Upkeep knowledge base documentation
Required Education and Experience
Associate's degree in IT related field, or commensurate work experience required
1 year of related work experience required
Customer service experience preferred
Financial industry experience preferred
CompTIA A+ or other industry standard certification preferred but not required
Must have knowledge of Microsoft Windows Operating systems (Win 10, Win 11)
Must have the ability to analyze hardware problems, determine and recommend a course of action
Attention to detail and accuracy required
Excellent verbal and written communication skills required
Proficient in the utilization of Microsoft Office Suite
Ability to thrive in a fast paced work environment
Must be able to work night shift hours from 9pm-6am
Physical Demands
While performing the duties of this job, the employee is frequently required to sit, stand, walk, visualize, talk, hear, and handle or touch objects or controls. The employee may occasionally lift, push, or pull up to 20 pounds.
This position is an office-based position where you must be able to sit for extended periods of time. The employee will be working on a computer 90% of the time.