[Hiring] IS Support Specialist @Hyland

Role Description

Hyland is looking for a customer-focused and technically adept IS Support Specialist to join our team. In this role, you will serve as the primary point of contact for all technical requests from Hyland employees, providing exceptional customer service while resolving or escalating a broad range of technical issues. This role requires fluency in both English and Spanish. If you enjoy helping people, solving problems, and working in a fast-paced environment, we'd love to hear from you.

• Respond to work order requests for computer equipment, mobile devices, printers, scanners, desk phones, and audio/video equipment under direct oversight by other team members.
• Troubleshoot, resolve, or escalate work orders for hardware and software errors through various communication channels including phone, email, direct messaging, and in-person.
• Document detailed information regarding work order requests and their resolution to ensure accurate and thorough record-keeping.
• Coordinate with external vendor systems regarding warranty registration, purchases, returns, and repairs.
• Assist with maintaining inventory levels of all hardware equipment, software, and software licenses.
• Comply with all corporate and departmental privacy and data security policies and practices, including Hyland's Information Systems Security Policy.

Qualifications

• High School diploma or equivalent; required to complete vendor-specific certifications; up to 5% travel time required.
• Fluency in both English and Spanish (written and verbal); oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact.
• Strong organizational, multi-tasking, and time management skills; ability to thrive in a fast-paced, deadline-driven environment; strong attention to detail.
• Critical thinking and problem-solving skills; sound business and technology acumen; ability to handle sensitive information with discretion and tact.
• Collaborative skills applied successfully within a team as well as with all levels of employees across other areas; ability to establish rapport, gain the trust of others, and effectively reach consensus.

Requirements

• Experience in an IT support or help desk role; familiarity with ITSM ticketing systems and work order management processes.
• Experience troubleshooting hardware and software issues across a variety of devices including computers, mobile devices, and audio/video equipment.
• Experience coordinating with external vendors for warranty registration, purchasing, returns, and repair processes.
• Familiarity with inventory management practices for hardware and software assets in a corporate environment.
• Knowledge of corporate data security policies and best practices; experience handling sensitive information with discretion in a professional setting.

Benefits

• Career development resources.
• Wellbeing programs.
• Innovation practices.