IT Support Specialist

IDEMIA Group; Exton (PA); On-site; USD 60,000 - 80,000; Full time

Job summary

IDEMIA Group seeks a professional in Exton, Pennsylvania, to manage and address all IT-related issues according to service-level agreements. This role entails supporting installation and maintenance of operating systems, software, and applications, ensuring compliance with company standards.

The ideal candidate will solve Level 1 and Level 2 IT needs, manage communication with internal and external customers, and propose improvement ideas. Independence and a proactive attitude in managing complex IT tasks are essential.

Qualifications

• Responsible for addressing IT related issues in accordance with service-level agreements.
• Ability to manage communication with customers and technical teams.
• Experience with IT asset management and support.

Responsibilities

• Solve and document Level 1 and Level 2 IT needs of users.
• Support installation and maintenance of software and applications.
• Manage communication with customers from request to resolution.

Job description

Purpose

This role is responsible for addressing all IDEMIA IT related issues in accordance with the relevant service-level agreements and cooperating with technical teams to ensure customer satisfaction.

Key Missions

• Solves and documents Level 1 and sometimes Level 2 IT needs of users and productive operations associated with a ticket
• Supports the installation and maintenance of operating systems, software and applications within the right standards and processes
• Manages communication with internal and external customer from the point of raising request to the resolution in partnership with other departments
• Assists external providers or vendors during certain IT activities and ensures they work in compliance with the company standards
• Manages IT assets (computer and communications equipment, servers, and licenses)
• Manages and coordinates access to IT tools while ensuring compliance with security standards
• Gives support to the server infrastructure, virtualization, communications, and security to guarantee its availability
• Manages complex and major issues and tasks
• Proposes and implements improvement ideas
• Provides training to end users and transfers knowledge to other IT members
• Works with full autonomy