IT Support Specialist I

Electro-Mechanical Corporation; Bristol (VA); On-site; USD 40,000 - 48,000; Full time

Job summary

Electro-Mechanical Corporation is seeking an IT Support Specialist to record and triage IT service issues, restore services quickly, and escalate when needed. You will support production systems and assist with applications, maintaining documentation and knowledge articles.

The role requires strong troubleshooting, customer service skills, and the ability to learn new technologies. On-site work in Bristol, VA offers a collaborative environment and opportunities to contribute to IT improvements.

Qualifications

• Associates degree or equivalent experience.
• 3+ years of IT support experience.
• Experience with AD, VPN, and remote access.
• Strong customer service orientation.
• Ability to document issues and actions clearly.
• Knowledge of switches/routers and voice communications a plus.
• Familiarity with Windows and MS Office.
• Ability to learn new technologies quickly.
• Professional written and verbal communication.

Responsibilities

• Triage issues and service requests via phone, email, or chat.
• Troubleshoot end-user issues and resolve on first contact when possible.
• Record and document issue details in the ticket system.
• Provide remote access/VPN support.
• Offer 'how to' assistance on devices and applications.
• Leverage knowledge bases, manuals, and vendor resources to resolve issues.
• Update end-users on incident status and follow up.
• Create and maintain FAQ documents and user guides.
• Install new releases and maintain existing applications.
• Advocate for end users to ensure quality service.
• Be familiar with AD and network basics.

Skills

Desktop hardware knowledge

Server & networking knowledge

Windows & Office expertise

Customer service skills

Troubleshooting skills

Learning new tech

Written and verbal communication

Time management

Self-motivated professional

Education

Associates degree

Tools

IT Certifications

Job description

Job Summary

The IT Support Specialist position is responsible for recording the details of reported IT service issues and service requests and working to either restore service as quickly as possible or alerting and/or escalating them to the appropriate specialist support groups. The Specialist will participate in the assessment and deployment of applications necessary to meet the needs of the company and provide on-going support, enhancements and maintenance to systems in production. The position requires technical troubleshooting abilities and excellent customer service skills. This position reports to the Network Manager.

Responsibilities

• Triage issues and service requests via phone, e-mail, online, chat, etc.
• Troubleshoot the end user's issue and resolve upon the first contact, when possible.
• Accurately record and document all details of the issue or service request, including categorization and priority into the IT ticket system.
• Performance with AD.
• Ability to work with Switches, Routers, and Voice Communications a PLUS
• Provide remote access/VPN support.
• Provide \"how to\" assistance on all internally supported devices, applications, and systems.
• Leverage internal and external resources (knowledge bases, manuals, and support sites, vendors) to answer questions and resolve issues.
• Respond to end-user inquiries regarding the status of incident/service request tickets and perform follow-ups.
• Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
• Analyze and design applications and processes to meet user needs.
• Install new releases.
• Maintain existing applications and processes.
• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.

Required Qualifications

• Advanced desktop PC hardware and software knowledge and deployment per EMC standards.
• Server and networking knowledge plus
• Advanced MS Windows and MS Office knowledge
• Excellent customer service skills
• Strong troubleshooting skills
• Ability to quickly learn new technology and applications
• Solid written and verbal communication skills
• Strong time management skills
• Mature and self-motivated professional able to work in a fast-paced and constantly changing environment

Preferred Qualifications

• Ability to work well in a team atmosphere
• Effective written and verbal communication skills
• A focus on customer satisfaction, with strong interpersonal skills and responsiveness
• Highly organized and effective in managing multiple tasks while maintaining high levels of user satisfaction
• Adherence to IT policies and processes to ensure consistent quality of service
• Strong troubleshooting and problem-solving skills
• Time management skills to ensure satisfaction with IT services and the completion of projects on time

Requirements

• Associates degree or Minimum of 3 years' experience
• Computer software and hardware troubleshooting knowledge and experience (required)
• Software and hardware certifications a plus

Salary

• $40,000-$48,000/year

EMC expects that every team member will be guided by EMC's Guiding Principles.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed

Location: Bristol, VA-24201