Job Description

Job Title: IT Support Specialist

Location: Tampa, FL :: Onsite

Job Context

• Experience with an enterprise level ticketing system - ServiceNow experience is a plus

The Support Specialist IT will be involved mainly in:

• Incident management, Request management, Change management, Knowledge management and Access rights management
• Second-tier support to local end users for PC and peripherals, office applications or mobile devices. Interacts with other service organizations to restore service and/or identify and correct core problem. Identifies, researches, and resolves technical problems to ensure a timely resolution as per SLA agreements.
• Perform incident resolutions and request fulfilment and supports end users on a variety of issues
• Follow-up of end-user hardware request process and order handling of hardware including coordinating delivery and collection
• Service end-user requests at the IT Service Spot

Wanted profile:

• Excellent customer service skills and Dutch language skills
• Completes assignments without direct supervision and good team player
• Experience with Microsoft Windows 10, MS Office products (2013 and later), DELL laptops, printers and peripherals
• Familiarity with network concepts and experience in diagnosing and troubleshooting connectivity
• Experience with an enterprise level ticketing system - ServiceNow experience is a plus

Activities include (but not limited to )

• Treatment of tickets and requests from end-users for all Deskside related support
• Handling end-user hardware request including coordination of, and delivery and pick-up
• Deploy/return/retire equipment (laptops, ) in IT Equipment
• RMA follow-up of defective hardware (Laptop, Smartphone, Conf. devices, ) with supplier
• Handling mobile telephony related requests
• Diagnosing and resolving issues at the IT Service Spot
• Roll-out and coordination of the fleet replacement (laptop, desktop)

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