IT Support Specialist
7 days ago
About Us
EOS IT Solutions is a Global Technology and Logistics company that provides Collaboration and Business IT Support services to industry leaders. We prioritize customer satisfaction, superior quality of service, and invest in our partners and employees.
We deliver global simplicity with trusted transparency through our International IT provider network.
Job Overview
As an Helpdesk Technician at EOS IT Solutions, you will play a crucial role in ensuring the smooth operation of our organization's information technology infrastructure. You will provide technical support to internal and external stakeholders, resolving issues promptly, and maintaining high customer satisfaction.
Key Responsibilities
- Laptop Replacement Queue Processing: Process laptop replacement queues efficiently.
- First Point of Contact: Be the primary point of contact for Global Service Desk (GSD) support channels including ITSM ticketing platforms, Slack support channels, and in-office walk-up support.
- Technical Assistance: Respond to common technical difficulties, training requests from the user base involving desktop/laptop hardware and software/applications.
- ITHELP Jira Queues: Monitor and action appropriate ITHELP Jira queues as directed by GSD.
- Software Provisioning/Deprovisioning: Perform software provisioning/deprovisioning within scope/access constraints of your role within GSD.
- Escalation Processes: Adhere to standard escalation processes for IT tickets.
- Ticket Handling Practices: Adhere to standard ticket handling practices as directed by GSD.
- Slack Administration: Manage Slack administration within your role access constraints.
- Google Workspace Administration: Manage Google Workspace administration within your role access constraints.
- Laptop Imaging and Setup: Set up laptops for new and existing employees.
- Standard Operation Principles: Ensure Standard Operation Principles (SOPs) are followed, and all processes adhere to EOS company policy/standards.
- Cadenced Office Desk Workspaces: Have primary ownership of cadenced office desk workspaces for peripheral testing, replacement, and general tech readiness.
- Additional Support: Provide other IT/Helpdesk support as needed.
Requirements
- Technical Certification or Degree: Possess technical certification or a bachelor's degree in an IT-related field (preferred).
- Corporate Communication Skills: Communicate and write proficiently in a corporate environment.
- Enterprise Experience: Have 4-6+ years of proven experience in a helpdesk or technical support role working at an enterprise level environment.
- Apple Operating Systems and Network Systems: Have a strong understanding of Apple operating systems, software applications, and network systems.
- Problem-Solving and Communication Skills: Excel in problem-solving and communication skills.
- Customer Service Commitment: Demonstrate a commitment to providing exceptional customer service.
- Team-Oriented Environment: Ability to work independently and in a team-oriented environment.
- IT Service Management Knowledge: Familiarity with IT service management (ITSM) and helpdesk software is a plus.
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