IT Support Specialist

Harris is one of the country's leading mechanical contractors, offering stability and resources alongside a team culture. The IT Support Specialist will provide technical assistance across the organization, troubleshoot issues, and maintain documentation to ensure effective IT operations. Responsibilities Receives, responds to and monitors status of requests for technical assistance; updates ticketing system to reflect activities performed and status of request to ensure timely completion of work order in accordance with established policy Follows escalation procedures in situations where advanced troubleshooting/application support is necessary to resolve end user issues Answer questions, provide end-user training, and resolve problems via telephone and email, primarily utilizing remote support software and tools Provide and allocate necessary access to multiple software applications or folders for end-users utilizing admin tools and solutions provided Support all user machines from initial setup/account creation and onboarding/file access to equipment replacement/data transfer and account termination-to-equipment return Create detailed documentation for IT, both internal and external facing regarding technical how-to's/troubleshooting processes and workflows Assists in the administration of the primary ticketing system; creating, updating, and modifying ticket templates, automations and triggers to improve efficiency and coordinate workflows Participates in PMO Governance process to understand overall technology strategy at Harris Meets deadlines and requirements for any milestones or deliverables assigned Identifies, gathers and analyzes data relating to non-functional applications and software for incident reporting and resolution Actively participates in deployment and relocation of computers and associated peripheral equipment Meets and maintains adequate KPIs in technical support, ticket quality, and SLAs Creates and maintains application and end user documentation following applicable department, company and industry standards and policies Identifies, investigates, tracks, and resolves minor project, system or application errors ensuring solution is timely and of acceptable quality Maintains inventory of all loaned laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards Develops and applies standard computer images with authorized software to computers to ensure consistent configurations Participates in preparation of fully integrated testing scenarios for application deployment and configuration; provides information to be evaluated as part of comprehensive testing plans Researches information systems across multiple levels and states and their relationships Investigates the root cause(s) of poor performing processes, identifies any process automation contributors, and recommends corrective actions Skills High School Diploma Required Help desk/technical support experience Experience in diagnosing and resolving technical issues in a business environment Customer service experience Proficient understanding of office productivity software Utilizing hardware and software diagnostic tools in a Microsoft Windows environment Benefits Medical, dental, vision, and life insurance 401K with company match Vacation time, sick time, and paid holidays Paid Parental leave Sales Incentive Plan Company Overview National mechanical contractor providing design+engineering, construction, building automation, service, manufacturing, conveyors and more. It was founded in 1948, and is headquartered in Saint Paul, Minnesota, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship Harris has a track record of offering H1B sponsorships, with 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.