[Hiring] IT Specialist @MasTec Communications Group

Role Description

The IT Specialist is responsible for responding to inquiries and requests for assistance with the organization's computer systems and/or peripherals.

• Incident analysis and resolution
  • Logs all service desk calls or email requests into Incident Management System (ServiceNow), assigns, updates, and resolves incidents as needed.
  • Analyzes and resolves incidents with a goal of 90% First Call Resolution.
  • Supports at a minimum Microsoft Office, Windows OS, and Remote Access.
• Direct Service Desk Requests
  • Completes requests for Password Resets, User Provisioning, Software requests and implementation, printer mapping and support.
  • Logs all service desk email requests into Incident Management System (ServiceNow).
• Incident prevention and continuous process improvement (when time permits)
  • Investigates causes, tests solutions, and puts solutions in place to reduce calls to the service desk.
  • Fixes causes, not just solutions. Works to eliminate recurring issues and reasons to call.
  • Promotes effective use of technology.
  • Watches for trends that indicate potential incidents and escalates the issues or concerns before they happen.
• Customer Service
  • Must learn to think of the customer as the most important part of the job.
  • Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior.
  • Promotes a professional service desk image and sells the value of the service desk.
  • Understanding service desk priorities and objectives and taking an active role in accomplishing these objectives.
• Participates in other I&O teams
  • Reviews ITS Morning Meeting results and upcoming changes with the goal of knowing what is going into production and what could cause problems.
  • Passes feedback from customers on to the End User.
• Communication
  • Keeps peers and End User/Alt End User informed of trends, significant problems, unexpected delays and anything new in the environment.
  • Keeps customers informed of global problems, scheduled downtime or anything that affects the computing environment.
  • Keeps customers informed of progress on problems that cannot be resolved on first call.
• Training
  • Keeps current on all the technology used in the environment supported.
  • Takes training that continues to develop interpersonal skills.

Qualifications

• Degree in Information Systems or related field, or equivalent combination of education and experience.
• Completed a Microsoft Certified Professional (MCP), CompTIA A+, CompTIA Network+ or any Desktop Computer/IT Support Certification.
• 3 years’ work experience in an IT support function or a customer service oriented, call center environment.

Requirements

• Focus – The ability to remain focused on what is important to the business despite distractions.
• Problem Solving – The ability to identify and resolve problems quickly and effectively.
• Proactive Thinking – The ability to take initiative to make improvements.
• Communication – Speaks clearly and persuasively in positive or negative situations.
• Customer Skills – The ability to interact with customers in a polite and professional manner.
• Professionalism – Uses time efficiently and approaches others in a tactful manner.
• Teamwork - Contributes skills and capabilities to achieve the team’s goals.
• Flexibility - Performs a wide range of tasks, responding to changes in direction and priorities.
• Team/Company Fit – Always on time; enjoys working in a casual environment.
• Technical – The ability to learn technical product information quickly and accurately.

Benefits

• Compensation of $24- $25 per hour, depending on experience.
• 401(k) with company match.
• Employee Stock Purchase Plan (ESPP).
• Life insurance.
• Short-term and Long-term disability.
• Medical, dental, and vision insurance.
• Dependent care and medical flexible spending accounts.
• Employee Assistance Program (EAP).
• Paid time off.
• Paid holidays.
• Family and medical leave.
• Paid sick time.