IT Support Specialist I

*This position has the option to work remote. Candidates in California, Colorado, Delaware, District of Columbia, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Ohio, Oregon, Vermont, and Washington are not eligible for the option to work remote. POSITION SUMMARY The IT Support Specialist is responsible for providing assistance and tracking of all requests and issues reported to the IT Support team. You'll handle both internal and external inquiries, providing timely and effective resolution from a technical lens. This position is also responsible for maintaining the technical and procedural documentation and ticketing for the IT Programming Department. REGULAR DUTIES AND RESPONSIBILITIES Understand current and future business goals and ongoing IT issues to ensure business success. Apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues. Administer the service desk ticketing system (Service Desk through Jira) and ensure all service tickets and projects are logged. Ensure tickets contain accurate detailed accounts of troubleshooting steps and follow-up details, and notify the appropriate technical and management team members when necessary. Act as the point of contact and communicate support desk ticket status adequately to all participants. Report and escalated issues to management as needed. Interface with multiple departments and establish effective business relationships with all levels of management and team members. Provide first-level contact for reported issues—providing information, assistance, or resolution if able. Act as a liaison between the IT department and the requestor, and when a request or issue has been assigned to a developer, monitor progress and document all pertinent information and communications in Jira. Maintain the IT Department Document Repository, Confluence, and public information such as forms, emails, directives, and documentation as instructed. Provide exemplary customer service across all levels of the organization and embrace a never-say-no attitude when addressing customer issues. Identify recurring issues and communicate recommendations to reduce repeat occurrences. Perform other duties as assigned. QUALIFICATIONS An undergraduate degree in a related field or 2+ years of technical support experience. Excellent client-facing and internal communication skills. Excellent written and verbal communication skills. Solid organizational skills, including attention to detail and multitasking abilities. Strong working knowledge of Microsoft 365 (Word, Excel, Access, Outlook) and project-management tools. Ability to manage multiple priorities with strong analytical skills. Familiarity with Linux is ideal but not required. 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 this job the employee is regularly required to sit, use hands to finger, handle, or feel, and talk or hear. The employee is occasionally required to stand and walk, reach with hands and arms, and lift up to 10 pounds. Vision requirements include close vision and the ability to adjust focus. DUTIES AND RESPONSIBILITIES MAY BE ADDED, DELETED, OR CHANGED AT ANY TIME AT THE DISCRETION OF MANAGEMENT, FORMALLY OR INFORMALLY, VERBALLY OR IN WRITING. RSR Group provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, genetic information, disability, or veteran status. In addition to federal law requirements, RSR Group complies with applicable state and local laws governing nondiscrimination in employment. J-18808-Ljbffr