Overview The IT Support Specialist will be the primary IT contact within the assigned region and responsible for delivering end-to-end support in accordance with IT standards and service level agreements. By partnering with local management, end-users and technology teams. The IT Support Specialist ensures all incidents and needs are documented in ServiceNow, analysed, resolved and reported back within acceptable timeframes. This role will travel as needed to other offices within the assigned region to provide support and training while serving as the hands-on technical point of contact for Group IT. Responsibilities Key Results / Accountabilities expected from role
Proactively promote IT Connect 24/7 Portal and provide guidance to end users on incident and service request creation and portal use
Troubleshoot, resolve and/or escalate locally reported incidents in ServiceNow (IT Connect 24/7) that cannot be resolved remotely by the Service Desk.
Ensure that all communications (calls/chat/in person) are logged into IT Connect 24/7 and log any that are not to maintain complete and thorough documentation
Monitor ServiceNow to provide level 1 & 2 onsite support or remote support to ensure operational problems are resolved in a timely manner.
Travel to other branch offices within designated BU as needed for onsite support and troubleshooting.
Respond to enquiries from clients and take ownership of user problems, while being proactive when dealing with user issues.
Assist with all IT support related Ad-Hoc requests ranging from software troubleshooting to hardware installations
Be involved in global projects to support other IT teams.
Configure computer systems, mobile devices and peripherals for local office.
Virtual stock management in ServiceNow platform for devices for local office.
Manage users and devices in SCCM/Intune or Active Directory to forecast computer systems usage and manage local spare devices
Performing related activities resulting from the position held which are requested by management to ensure operational integrity
Ensure all requests are dealt with adherence to company policy and procedures.
Contact with Suppliers/Vendors and check delivery/arrange support
Partner with IT and business personnel to discuss the impact of incidents on products and services
Proactively learn and train other staff members on new product and service technologies
Maintain a high degree of customer service for all support queries and adhere to all service management principles and set SLA's;
Always providing excellent customer service
Qualifications Experience & Expertise
3+ years of experience with Service Desk support or an equivalent role
Ability to assess and prioritize issues while organizing daily responsibilities
Excellent verbal communication and customer service skills
Attention to detail.
Ability to work collaboratively in a team environment
Be directly accessible and responsive to users; especially remote employees with limited time
Service-Now, ADUC, Microsoft Azure, Microsoft Office 365 experience preferred
CompTIA certifications is a plus
Additional Information Salary Range: $54,000-$57,500
Actual salary will be based on a variety of factors including relevant internal and external experience, knowledge, skills, scope of job, geographical location or other factors permitted by law
Benefits:
401(k) + matching
Health, Dental, Vision insurance
Life insurance
Paid time off (PTO)
Holiday Pay
Keller is an Equal Opportunity Employer. We encourage qualified women, minorities, veterans, individuals with disabilities, and others to apply.
Equal Employment Opportunity
Numbers & Facts
Location
Houston, Texas
Skills
Analysis Skillsunmatched
CompTIA - Computing Technology Industry Associationunmatched
CompTIA A+unmatched
Computer Systemsunmatched
Customer Support/Serviceunmatched
Dental Insuranceunmatched
Detail Orientedunmatched
Documentationunmatched
Establish Prioritiesunmatched
Forecastingunmatched
Hardware Installationunmatched
Identify Issuesunmatched
Legalunmatched
Maintenance Servicesunmatched
Microsoft Active Directoryunmatched
Mobile Devicesunmatched
On Site Supportunmatched
Operational Supportunmatched
People Managementunmatched
Peripheral Hardwareunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Resolve Customer Issuesunmatched
Service Level Agreement (SLA)unmatched
ServiceNowunmatched
Software Administrationunmatched
Staff Trainingunmatched
System Center Configuration Manager (SCCM)unmatched
Systems Administration/Managementunmatched
Team Playerunmatched
Technical Supportunmatched
Time Managementunmatched
Training/Teachingunmatched
Vision Planunmatched
Willing to Travelunmatched
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