IT Specialist

SEFNCO Communications Inc; Corona (CA); On-site; USD 36,000 - 37,000; Full time

Job summary

MasTec Communications Group seeks an IT Specialist to respond to inquiries and requests for assistance with computer systems and peripherals. The role involves troubleshooting, resolving incidents, and coordinating with IT teams to prevent recurrence.

The ideal candidate has 3+ years in IT support or a customer-service oriented environment, strong English communication, and proficiency with Microsoft Office, Windows OS, and remote access. ServiceNow experience is a plus.

Qualifications

• You have a track record of completing work with a high level of quality.
• You have a knack for figuring out hard problems and enjoy a hands-on approach.
• Proficient in Microsoft Office suites.
• Excellent oral and written communication skills.
• Strong time management, organizational planning, and problem-solving skills.
• You follow instructions and meet management direction and commitments.
• Three years of IT support or call center experience required.
• Ability to communicate clearly in English with customers, over the phone.

Responsibilities

• Responds 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.
• Coordinates with other Information Technology teams to resolve problems as needed.
• Support hours for the service desk are 8:00 AM–9:00 PM; provides service and a central point of contact for standard software/hardware.
• Logs all service desk calls or emails into Incident Management System (ServiceNow); assigns, updates, and resolves incidents.
• Analyzes and resolves incidents with a goal of 90% First Call Resolution.
• Supports Microsoft Office, Windows OS, and remote access; completes password resets, provisioning, software requests, printer mapping.
• Maintains and updates logs; investigates causes and implements solutions to reduce future calls.
• Keeps customers informed of progress and potential outages; escalates when necessary.

Skills

Microsoft Office suites

Excellent communication

Time management

Problem solving

Written communication

Customer service mindset

Leadership

Project management

English communication

Adaptability

Education

Degree in Information Systems or related field

Microsoft Certified Professional (MCP)

CompTIA A+ / CompTIA Network+

Tools

ServiceNow

Windows OS

Job description

Overview

MasTec Communications Group is a leading national infrastructure construction company operating throughout the United States.

MasTec Communications Group performs both wireline and wireless communication services on a national scale. We are experts in cell tower construction, RF engineering, broadband fiber optic cable installation, OSP engineering, wireline construction, and emergency maintenance services.

At MasTec you’ll be joining a family, where we are dedicated to supporting each other and building an atmosphere of teamwork. As part of our team, your opportunities are limitless.

Responsibilities

The IT Specialist is responsible for responding to inquiries and requests for assistance with the organization's computer systems and/or peripherals.

In addition, you will:

• Responds 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 8:00 AM and 9:00 PM; Providessupport and a central point of contact for standard software and hardware defined in the current Information Technology Services (ITS) Products and Services
• 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
• 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)
• 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
• Watches for trends that indicate potential incidents and then escalates the issues or concerns before they happen
• 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 objectives
• 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
• 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
• Keeps current on all the technology used in the environment supported
• Takes training that continues to develop interpersonal skills

Qualifications

• You have a track record of completing work with a high level of quality
• You have a knack for figuring out hard problems and enjoy a hands-on approach to your work
• Are proficient in Microsoft Office suites
• Have excellent oral and written communication skills
• Have excellent time management, organizational planning, and problem-solving skills
• You follow instructions, respond to management direction, and keep commitments
• Strong leadership and project management skills
• Able to manage, establish, and communicate clear goals and objectives
• Degree in Information Systems or related field, or equivalent combination of educationand experience or have completed a Microsoft Certified Professional (MCP), CompTIAA+, CompTIA Network+ or any Desktop Computer/IT Support Certification
• Must have 3 years of work experience in an IT support function or a customerservice oriented, call center environment as well as In-Person support
• Ability to remain focused on what is important to the business despitedistractions; Commitment to team/department/company; understanding the servicedesk’s role in the company
• Ability to identify and resolve problems quickly and effectively. Understands entire process from logging to informing customer solutionis in place; knows when to elevate; implements solutions not fixes
• Ability to take initiative to make improvements; Anticipatecustomer needs; looks for ways to make things better for the customer, to eliminaterecurring problems, calls, is constantly learning
• Speaks clearly and persuasively in positive or negativesituations; Listens and gets clarification of requests. Responds well to questions
• Ability to interact and communicate clearly in English with people over the telephone,often in stressful situations
• Writes clearly and informatively; Edits work for spelling and grammar
• Ability to interact with customers in a polite and professionalmanner; Regards customer as most important part of job; respectful of customersand manages difficult or emotional customer situations; Responds promptly tocustomer needs and requests for service and assistance
• Uses time efficiently; Approaches others in a tactful manner
• Treats others with respect and consideration regardless of their status or position
• Accepts responsibility for own actions
• Contributes skills and capabilities to achieve the team’s goals; Is receptive to new ideas, builds strong working relationships and values diversity
• Encourages and gives credit to others for their contributions and puts the attainmentof team goals ahead of individual objectives; Ability to assist service desk agentsand makes self-available to Management and others
• Performs a wide range of tasks, responding to changes in direction and priorities; Accepts new challenges, responsibilities and assignments; Works outside of ordinary routine; Views problem or business situations from both own as well as another’s perspective; Adjusts to multiple demands and satisfying priorities; Utilizes new and unique methods to resolve issues; Possesses versatility demonstrated through performance and/or some experience in multiple skill sets
• Absolutely always on time; enjoys working in a very casualenvironment in terms of relationships and communication; willing to work over time;doesn’t need any hand holding
• Ability to learn technical product information quickly and accurately
• Working knowledge of Microsoft Exchange/Intune, Windows 10/11, Remote access (VPN/SecurID), Smart phones, Password administration, Hardware diagnostics, Data Network fundamentals, Intranet, ServiceNow
• While performing the duties of this job, the employee is occasionally required to sit; use hands to finger, handle, feel objects, and type on keyboard; reach with hands and arms; talk and hear (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions; Technicians will be required to provide hands-on technical support; Technician is required to be able to lift fifty-pounds above their waist)
• A 40 hour work week is scheduled, 8 hours/day, M-F (On-Call Support is after hours every 10 weeks for 1 week; Overtime may be available)
• Analyst must achieve at least 95% Start Time by being logged on the phones and in “Ready” mode within 5 minutes of their start time or return from breaks; After one-month training period analyst must be able to resolve 90% of calls handled. Analyst must maintain good customer service by not receiving more than 1 complaint per month

Compensation of $26-$27 per hour, depending on the experience.

Hard work pays off. See what you’ll get for your effort:

Financial Security

• 401(k) with company match
• Employee Stock Purchase Plan (ESPP)
• Life insurance
• Short-term and Long-term disability

Health and Wellness

• Medical, dental, and vision insurance
• Dependent care and medical flexible spending accounts
• Employee Assistance Program (EAP)

Work/Life Balance

• Paid time off
• Paid holidays
• Family and medical leave
• Paid sick time

We meet your commitment with competitive pay and benefits. If this sounds like you, let’s talk. Build your career with MasTec!

MasTec, Inc.