IT Site Support (HID1445)

Location: 
Palm Beach Gardens, FL North AmericaUSPalm Beach Gardens, FL
HID Global
2020-12-15
Job Type: 
Full-time
Functional Area: 
Information Technology
Job Level: 
Entry Level

We are an exceptional team in pioneering new, people-centric approaches to power the trusted identities required to navigate the physical and cyber worlds with confidence. And we are actively looking for engineers, designers, product managers, supply chain experts, customer service and business professionals to join our rapidly growing team!

 

If you want to be part of pioneer players at a company that is changing the world, please read on!

 

About the role  

The IT Specialist is responsible for providing HID Global users with comprehensive first-tier support for the efficient resolution of end-user incidents, service requests, and problems. The IT Specialist will be an active and contributing member of the IT Support Services team and will report to the Support Services Manager.

 

Duties and Responsibilities include the following. Other duties may be assigned.

  • Provides face to face, first-tier support for the efficient resolution of IT end-user-related
  • incidents, service requests, and problems; and update service desk management tool accordingly
  • Participates in service desk ticket queue schedule providing telephony support for
  • local and global business units in the Americas.
  • Resolves issues utilizing excellent customer service skills, problem solving skills, and technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction
  • Manages and triages multiple incoming priorities effectively by understanding customer needs to identify potential problems and escalate to department contact for resolution
  • Takes ownership of all customer interactions, utilizes appropriate follow-through, and logs all customer interactions. Provides timely feedback to external and internal customers via phone, email or other form of communication
  • Installs (moves, adds, changes), maintains and configures VoIP phones, PCs, network printers and other computing devices
  • Provides limited technical support for engineering, manufacturing, and other business systems for local offices
  • Assists other IT functional teams to troubleshoot local systems
  • Documents, maintains, upgrades or replaces hardware, software systems, and licenses
  • May participate in some projects
  • Performs related tasks as needed or assigned

 

Qualifications

  • Experience with ITIL/HDI methodology and best-practice
  • Experience with asset management and push technologies such as SCCM
  • Experience in problem solving and troubleshooting hardware and software issues
  • Self-motivation and an eagerness to learn are equally important job requirements
  • Ability to follow documented operational procedures and independently organizes, coordinate, and complete job orders
  • Ability to plan, organize, prioritize and follow-up on tasks to complete work as scheduled and to meet deadlines
  • Ability to produce detailed documentation as necessary

 

Education and/or Experience          

  • Minimum of 3 years of experience with desktop support, network support, and/or enterprise service desk support.
  • Technical knowledge of Windows 7/10, Windows Server 2003/2012/2016 operating systems, PC hardware technology, iPhone /iPad / Android smart phones, Active Directory, Exchange, MS Office 2010/2016, basic networking, and VoIP including operations and troubleshooting

 

HID Global is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran 

 

HID Global powers the trusted identities of the world's people, places and things. Everyday millions of people in more than 100 countries use our products and services to securely access physical and digital places. Over 2 billion things that need to be identified, verified and tracked are connected through HID Global’s technology. We make it possible for people to transact safely, work productively and travel freely. We work with governments, universities, hospitals, financial institutions and some of the most innovative companies on the planet—helping them to create trusting and trusted physical and digital environments so that they and the people who use them can fulfill their potential. Headquartered in Austin, Texas, HID Global has over 4,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit www.hidglobal.com.