IT Specialist Job Corona area,California USA,IT/Tech

Overview

Mas Tec Communications Group is a leading national infrastructure construction company operating throughout the United States. Mas Tec Communications Group performs both wireline and wireless communication services on a national scale. We are experts in cell tower construction, RF engineering, broadband fiber optic cable installation, OSP engineering, wireline construction, and emergency maintenance services. At Mas Tec you'll be joining a family, where we are dedicated to supporting each other and building an atmosphere of teamwork.

As part of our team, your opportunities are limitless.

Responsibilities

The IT Specialist is responsible for responding to inquiries and requests for assistance with the organization's computer systems and/or peripherals. The Technology Specialist I summarizes the duties and responsibilities of the role.

Incident analysis and resolution

Logs all service desk calls or email requests into Incident Management System (Service Now), assign, update, and resolve incidents as needed.
Analyzes and resolves incidents with a goal of 90% First Call Resolution.
Supports at a minimum Microsoft Office, Windows OS, and Remote Access.

Direct Service Desk Requests

Completes requests for Password Resets, User Provisioning, Software requests and implementation, printer mapping and support.
Logs all service desk email requests into Incident Management System (Service Now).

Incident prevention and continuous process improvement (when time permits)

Investigates causes, tests solutions, and puts solutions in place to reduce calls to the service desk.
Fixes causes, not just solutions. Works to eliminate recurring issues and reasons to call.
Promotes effective use of technology.
Watches for trends that indicate potential incidents and then escalates the issues or concerns before they happen.

Customer Service

Must learn to think of the customer as the most important part of the job.
Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior.
Promotes a professional service desk image and sells the value of the service desk.
Understanding service desk priorities and objectives and taking an active role in accomplishing these objectives.

Participates in other I&O teams

Reviews ITS Morning Meeting results and upcoming changes with the goal of knowing what is going into production and what could cause problems. Tries to identify possible problem areas or communication needs.
Passes feedback from customers on to the End User.

Communication

Keeps peers and End User/Alt End User informed of trends, significant problems, unexpected delays and anything new in the environment.
Keeps customers informed of global problems, scheduled downtime or anything that affects the computing environment.
Keeps customers informed of progress on problems that cannot be resolved on first call.

Training

Keeps current on all the technology used in the environment supported.
Takes training that continues to develop interpersonal skills.

Required Qualifications

Education:

Degree in Information Systems or related field, or equivalent combination of education and experience or have completed a Microsoft Certified Professional (MCP), CompTIA A+, CompTIA Network+ or any Desktop Computer/IT Support Certification.
Experience/

Skills:

They must have 3 years' work experience in an IT support function or a customer service oriented, call center environment as well as In-Person support. Candidate must demonstrate knowledge and abilities in the following:

Focus - The ability to remain focused on what is important to the business despite distractions. Commitment to team/department/company; understanding the service desk's role in the company.

Problem Solving - The ability to identify and resolve problems quickly and effectively. Understands entire process from logging to informing customer solution is in place; knows when to elevate; implements solutions not fixes.

Proactive Thinking - The ability to take initiative to make improvements. Anticipate customer needs; looks for ways to make things better for the customer, to eliminate recurring problems, calls, is constantly learning.

Communication -…


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