IS Services & Support Support Specialist

Position Description: Assist with providing support services for Information Services (IS) technology and end-user related issues locally or regionally. Assist with coordination and installation of information system technology locally and/or at project site locations.

Essential Duties

Assist with providing professional Information Services (IS) technical support services for local and remote users within assigned location and/or region, and perform occasional Service Desk rotation: Perform Tier 1 2 support services, system maintenance, installation, and resolve basic network technical problems, and other systems issues.

Perform workstation setup, including employee location moves and changes. Resolve issues and/or assist with resolving issues; confer with technical or systems team members for solutions. Provide professional support to address end-users’ hardware and software requests. Support system applications, voice and desktop systems, and data management, including data migrations.

Assist with documentation of local technology infrastructure. Assist with maintaining inventories of hardware assets, software, versions, and applications of desktop computers. Control additions, deletions and changes in equipment assigned to end-users. Assist with monitoring monthly backup systems performance on local server and other mission critical business unit infrastructure.

Escalate or provide timely notification of identified systems failures to supervisor. Learn and apply IS methodology to assigned tasks and documentation. Learn, follow, and comply with IS policies, procedures, and standards relating to infrastructure systems, components, applications, and services and inform end-users on company standard software tools, policies and procedures.

Learn and use IS Ticket System to maintain service tickets to log and manage incidents and requests and maintain highest service response levels. Participate in continuous development and review of IS training and standard operating procedures manuals. Become familiar with IS continuous improvement methodology and best practices.

Other activities, duties, and responsibilities as assigned.