IT Support Specialist
Dragados

Essential Job Duties & Responsibilities

• Use judgment, critical thinking, technical expertise and troubleshooting skills to diagnose end-user incidents to restore services or provide solutions
• Effectively manage end-user support queues within IT service management tools
• Respond and work on tickets in appropriate order to meet established SLAs effectively and consistently
• Adhere and reinforce enterprise incident, problem, and knowledge management standards.
• Document actions and issues in IT Service Management tool.
• Prioritize incidents and identify problems to effectively resolve end-user request form local and remote locations
• Provide end-user training and deskside assistance at various Dragados locations custom applications
• Provide end user training, guidance, and assistance deskside, and via electronic communication (email, chat, video etc.) to various Dragados locations
• Act aa primary point of contact for IT incidents and requests
• Educates employees on IT services and processes, including appropriate paths to engage IT for support
• Analyze incidents, problems, and requests to identify trends and solutions
• Prepare for deployment, maintain, and control IT assets inventory
• Responsible and accountable for user onboarding and offboarding process and procedures

Required Qualifications

• Basic project management skills and the ability to handle different tasks simultaneously
• Experience supporting Microsoft technology, including Active Directory, Windows, M365 office Suite, etc.
• Be able to easily work with abstract and highly technical concepts, as well as explain complex functionality to non-technical users and staff
• High school and/or vocational training

Preferred Qualifications

• Bachelor's degree preferred

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