Under general supervision, the IT Support Specialist provides support to end users for computer hardware and software support. Ensures prompt service response through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system/web portal, walk up). Provides on-site, remote, and VPN user support.
Essential Duties
- Create, update, and close tickets.
- First response to all support requests through all channels: phone, web tickets, email requests, walk ups. Determines impact and urgency of an incident and support request to determine priority.
- Perform initial triage and troubleshooting of all tickets across all knowledge domains.
- Resolve all tickets within scope through use of experience, knowledgebase, or peer collaboration. Escalates unresolved requests and incidents to IT Support Specialists II and/or III.
- Escalate or assign tickets to appropriate resource with complete documentation of all actions and steps taken in any attempt to resolve.
- Record all outages within the ticketing system and send communications as appropriate.
- Provide instructional training to end users.
- Manage, and deploy hardware and software solutions for MBI employees.
- Maintain a record of knowledge/solutions within a structured knowledgebase.
- Validate employee compliance to IT policy and procedures during all tasks, taking action, reporting, or escalating as necessary.
- Collaborate with HR and Management Team during employee on boarding/offboarding procedures.
- Routine on-call after hour support.
- General audio/video and web conferencing support.
- Works with hardware vendors to get desktop and laptops equipment replaced or repaired.
- Minimal server, network, and VOIP hardware support.
- Maintain all MDF/IDF areas.
- Responsible for hardware purchasing and order reconciliation.
- Maintain an accurate inventory of all computer hardware assets within your region by utilizing SNOW, SCCM, and MAC forms. Manage the hardware life-cycle process by reclaiming, repurposing, and decommissioning necessary hardware assets.
Required Qualifications
- Strong customer service, time management, and organizational skills required
- Collaborate with multiple technology teams such as the IT Security Team, Server Team, and VOIP Team
- Travel may be necessary (under 10%)
Required Experience
- 0-4+ years related experience
- Two-year degree in Computer Science, Information Systems or related field; applicable experience accepted in lieu of degree
- US Citizenship Required
Highly Preferred Experience
- Experience with Mac Operating Systems
- iOS Experience
- Powershell Scripting
- ITIL Foundational Certification
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear and sit. Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is regularly required to talk or hear; sit and use fine motor control. Specific vision abilities required by this job include close vision.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Compensation
The approximate compensation range for this position is $29.00 to $37.30 This compensation range is a good faith estimate for the position at the time of posting. Actual compensation is dependent upon factors such as education, qualifications, experience, skillset, and physical work location.
Michael Baker International, a leading provider of engineering and consulting services, including design, planning, architectural, environmental, construction and program management, has been solving some of the world’s most complex infrastructure challenges for more than 80 years with a legacy of expertise, experience, innovation and integrity.
Based in Pittsburgh and with nearly 100 offices nationwide, we partner with clients on everything from roads, bridges, tunnels, mass transit, and airports, to water treatment plants, arctic oil pipelines, environmental restoration and specialized overseas construction. We serve as a trusted adviser to the communities we serve, making them safer, more accessible, more sustainable and more prosperous.
We provide visionary leadership in facilitating transformational change for our clients. Our work delivers differentiating innovations and dedicated experts who challenge the status quo and share a world of diverse experience and an impassioned entrepreneurial spirit. We deliver quality of life.
We Make a Difference.
Michael Baker International is proud to be an Affirmative Action/Equal Opportunity Employer. Michael Baker International provides equal employment opportunity for all persons, in all facets of employment. Michael Baker International maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks.
We encourage all qualified applicants to apply for any open position for which they feel they are qualified and all will receive consideration for employment without regard to race, color, religion, age, gender, sexual orientation, gender identity, national origin, citizenship status, marital status, genetic information, disability, protected veteran status or any other legally protected status.
EEO is the Law. Applicants to and employees of Michael Baker International are protected under Federal law from discrimination.