IT Support Specialist

The Harbor IT Support Specialist requires technical experience in IT Support and Help Desk tasks including and related to both software and hardware issues. This person will have experience in providing excellent customer service and train users on system equipment andsoftware as well as maintain and ready equipment for daily use. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands -on help at the desktop level. *** This is a daily onsite position in Modesto, CA *** 830am - 440 pm Monday - Friday 40 hrs/weekCompensation $20-25/per hourBenefits SummaryEssential Job FunctionsWorking with a ticketing system, complete the day-to-day tasks as assigned or become necessary.Be responsive and proactive. Show rapid response to all issues as well as follow through until it has resolution. Reply to voicemails, emails and any other communication received within 24 hours, even though an answer is pending, or task being completed to let the user know so they are informed.Provide phone support to customers calling the Support Desk (first on phones).Be punctual and ready to work at time of schedule. Customer ServiceField incoming help requests from end users via telephone, in-person, and work orders in a courteous manner. Ensure that all system users are cared for as problems arise. Record all pertinent end user identification information, nature of problem or issue including all successful and unsuccessful decisions made, and actions taken, through to the final Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure Ensure that internal and external customers are satisfied with the solutions.Test fixes to ensure problem has been adequately Build rapport and elicit problem details from help deskPrioritize and schedule probl Escalate problems (when required) to the appropriate team.Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and Identify and learn appropriate software and hardware used and supported by the Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem Communicate to other staff members problems and solutions used during the shift and outline ongoing problems that others should know about during shift Maintain quality service by establishing and enforcing organizationTrainingAssist in creating training manuals and user Software and hardware usage to internal and external users.Assist in trainings for internal and external users for more than 25 For example, train customers in use of new devices over the phone, walk sales rep through all their devices. Help assist with classes for internal usersEnsure all training materials are up to date as well as documented in the IT WIKITest new software and upgrades and provide feedback to appropriate parties in a timely manner before deployment.Assist in determining training needs and requirements and create training scheduleRecord KeepingResponsible for all IT related paperwork and documentation including, but not limited to, contracts, purchase orders and Keep all hard- and software maintenance agreements up to Maintain inventory of all required IT equipMaintain records of training and issued equipment as well as upkeep of the asset dbaseTrack all warranty information on Assist in the development and implementation of support related procedures and Perform all filing duties for the ITOtherUnderstand and ensure policies and procedures are adhered to regarding Harbor computer usage guidelines and polWork with leadership to improve work processes, ensure documentation and project needs are completed accurately and in a timely Maintain technical knowledge by attending educational workshops and reviewing publications.Contribute to team effort by accomplishing related results as Perform all standard Support Desk duties when Ensure all IT areas are being kept clean and neat for appearance and safety Knoweldge, Skills And AbilitiesProvide exceptional customer service to internal and external customAble to conduct research into a wide range of computing issues as Able to absorb and retain information Able to present ideas in user-friendly language.Highly self-motivated and Keen attention to detailsAble to effectively prioritize and execute tasks in a high-pressure Experience working in a team-oriented, collaborative environAbility to be flexible when work schedule Able to take initiative - Bring it to the team leader's attention if you see something that could turn into a problem or a better way to fix somethingEducation And ExperienceHigh School diploma or equivalentKnowledge of basic computer hardware systemsKnowledge of basic network troubleshootingHihgly profficient with Microsoft business applications such as Office 365Exceptional written and oral communication and understanding of professional tact and responses.Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.Strong documentation Fluency in the English language both written and oralAble to cover other shifts when others are absent.Physically must be able to complete the daily work as assignedTo promote to a Support Specialist II Have A+ Certification