Global IT Support Specialist: Remote & Onsite

YPO, Inc.; Irving (TX); On-site; USD 67,000 - 85,000; Full time

Job summary

YPO, Inc. is seeking an IT Support Specialist to analyze, troubleshoot and resolve support requests for all company hardware, services, and applications. You will log, prioritize, and solve tickets while maintaining knowledge of YPO systems and attending to after-hours needs.

The role requires 2+ years in a dynamic service desk, proficiency with Azure/AD, Office 365, and ITSM tools (ServiceNow, SysAid). Travel may be involved to support events and multi-time-zone members.

Qualifications

• Bachelor’s degree or equivalent hands-on technical experience.
• One or more technical certifications preferred.
• 2+ years in a dynamic service desk environment.
• Proficient in Azure/AD and Office 365 administration.
• Experience with IT service desk tools such as Service Now and SysAid.
• Strong knowledge of Windows and MAC platforms.

Responsibilities

• Courteously and expeditiously respond to all helpdesk incidents and support requests.
• Log, categorize, prioritize and provide solutions to all requests within the service desk.
• Maintain thorough knowledge of YPO applications and systems to quickly resolve issues.
• Investigate network operations alerts and respond as necessary.
• Provide technical assistance to associates and contractors by diagnosing, researching and troubleshooting technology related issues.
• Escalate recurring and wide-spread issues to the IT Operations Manager.
• Participate in the selection of hardware standardizations and application deployments.
• Create and maintain knowledgebase files for user self-troubleshooting.
• Perform new hire onboarding and terminations as requested and approved based on defined procedures ensuring a pleasant experience for all involved.
• Evaluate compatibility of proposed solutions with existing hardware and services.
• Collaborate and provide support to 2nd level support.
• Provide onsite and remote support for YPO events as needed.
• After hours support and projects assigned by management as required.
• Maintain professional and technical knowledge by attending workshops, reviewing professional publications and establishing personal networks.

Skills

Customer service

Diplomacy

Problem solving

Communication

Education

Bachelor's degree or equivalent hands-on technical experience

One or more technical certifications

Tools

Azure/AD

Office 365

ServiceNow

SysAid

Windows

MacOS

Job description

YPO, Inc. is seeking an IT Support Specialist to analyze, troubleshoot and resolve support requests for all company hardware, services, and applications. You will log, prioritize, and solve tickets while maintaining knowledge of YPO systems and attending to after-hours needs.

The role requires 2+ years in a dynamic service desk, proficiency with Azure/AD, Office 365, and ITSM tools (ServiceNow, SysAid). Travel may be involved to support events and multi-time-zone members.