IT Specialist II: SME, Trainer & Knowledge Leader

Stefanini North America and APAC; Davenport (IA); Vor Ort; USD 55.000 - 75.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Service Desk experience

Strong communication

Problem solving

Learn quickly

Ausbildung

High school diploma or equivalent

IT certification preferred

Tools

SharePoint Administration

SharePoint permissions

Knowledge management KB

Jobbeschreibung

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.