IT Specialist II

Stefanini North America and APAC; Davenport (IA); On-site; USD 55,000 - 75,000; Full time

Job summary

Stefanini North America and APAC is seeking an IT Specialist – Service Desk to act as a subject matter expert on client-specific tools, programs, and applications in Davenport, IA. The role supports complex issue resolution and aligns project priorities with industry best practices.

You will train consultant teams and end users, ensure the accuracy of KB materials for 1st level support, and help maintain knowledge within the Service Center to improve incident resolution and service quality.

Qualifications

• Prior experience as a Service Desk agent.
• Knowledge of SharePoint Administration and configuring permissions.
• Understanding Information Management Policies.
• History of working in the client environment as an expert.

Responsibilities

• Act as SME on client-environment tools, programs and applications.
• Be the go-to resource to resolve complex issues.
• Match project priorities to industry best practices.
• Provide training to consultants and end users as needed.
• Ensure KB articles are accurate for 1st level support.
• Write or update KB articles as needed.
• Maintain understanding within the Service Center to ensure issue resolution.
• Contribute to training material creation.
• Track process changes and ad hoc reporting.
• Lead continuous improvement actions.
• Coach and coordinate other team members.

Skills

Service Desk experience

Strong communication

Problem solving

Learn quickly

Education

High school diploma or equivalent

IT certification preferred

Tools

SharePoint Administration

SharePoint permissions

Knowledge management KB

Job description

• Will act as subject matter expert on tools, programs and applications unique to the client environment


• Will act as the go-to resource who helps resolve complex issues


• Will match project priorities to industry best practices


• Provide training to consultant teams and end users as needed


• Ensuring that KB articles are accurate and sufficient for 1st level support


• Where necessary, writing, amending or removing KB articles


• Ensuring and coordinating adequate level of understanding within the Service Center to ensure issue resolution


• Participate in the creation of training material


• Track and document process changes and ad hoc reporting requirements


• Lead continuous improvement actions


• Train, mentor, and coordinate the activities of other members of the team

Details

Job Responsibilities

• Will act as subject matter expert on tools, programs and applications unique to the client environment


• Will act as the go-to resource who helps resolve complex issues


• Will match project priorities to industry best practices


• Provide training to consultant teams and end users as needed


• Ensuring that KB articles are accurate and sufficient for 1st level support


• Where necessary, writing, amending or removing KB articles


• Ensuring and coordinating adequate level of understanding within the Service Center to ensure issue resolution


• Participate in the creation of training material


• Track and document process changes and ad hoc reporting requirements


• Lead continuous improvement actions


• Train, mentor, and coordinate the activities of other members of the team

Job Requirements

• Prior experience as a Service Desk agent


• 1-4 years\" experience as an IT Specialist subject matter expert


• A keen interest in new technologies, ability to learn quickly and high level of motivation


• Knowledge of client specific business tools


• Knowledge of SharePoint Administration and configuring permissions in the SharePoint environment


• Knowledge of Information Management Policies


• Documented history of working in the area for which they are an expert


• Ability to understand industry best practices and can communicate those insights to help improve business model


• Prior support of client\"s users and the client environment


• Attendance and schedule adherence are requirements of this position

Level of Knowledge, Skills, and Authority

• Knows and applies advanced concepts, practices and procedures of particular field of specialization


• May adapt procedures, processes, tools, equipment and techniques to meet the more complex requirements of the position


• Under minimal supervision, performs work that is varied and that may be somewhat difficult in nature, but usually involves limited responsibility


• Resolves most questions and problems, and refers only the most complex issues to higher levels

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job