Support Specialist IT
Job in
St. Louis, Saint Louis, St. Louis city, Missouri, 63105, USA
Listing for:
TechDigital Group
Full Time
position
Listed on 2025-12-25
Job specializations:
-
IT/Tech
HelpDesk/Support, IT Support, Technical Support
Job Description & How to Apply Below
Location: St. LouisThe Support Specialist IT will provide support to the Customers end-user community as per agreed processes and support levels.
The Support Specialist IT will be involved mainly in:
Incident management, Request management, Change management, Knowledge management and Access rights managementSecond-tier support to local end users for PC and peripherals, office applications or mobile devices. Interacts with other service organizations to restore service and/or identify and correct core problem. Identifies, researches, and resolves technical problems to ensure a timely resolution as per SLA agreements.Perform incident resolutions and request fulfilment and supports end users on a variety of issuesFollow-up of end-user hardware request process and order handling of hardware including coordinating delivery and collectionService end-user requests at the IT Service SpotWanted profile:
Completes assignments without direct supervision and is a good team playerExperience with Microsoft Windows 10, MS Office products (2013 and later), DELL laptops, printers and peripheralsFamiliarity with network concepts and experience in diagnosing and troubleshooting connectivityExperience with an enterprise level ticketing system - Service Now experience is a plusActivities include (but are not limited to):
Treatment of tickets and requests from end-users for all Deskside related supportHandling end-user hardware requests including coordination of, and delivery and pick-upDeploy/return/retire equipment (laptops, …) in IT EquipmentRMA follow-up of defective hardware (Laptop, Smartphone, Conf. devices, …) with supplierHandling mobile telephony related requestsDiagnosing and resolving issues at the IT Service SpotRoll-out and coordination of the fleet replacement (laptop, desktop)Responsibilities and Powers:
Work within the guidelines and routines defined for the product or assignmentWork to ensure relevant KPI/PI's goals for the team they are working with are met for the product or assignmentProvide the end user the support that is agreed uponProvide information to end users in the event of operational disturbancesAct as action owner of the cases or orders they are assigned toDetermine and assign correct priority on created or received cases and act according to given instructionsEscalate cases to other support functions when necessaryPerform incident resolutions and request fulfilmentsContribute to the identification and escalation of problems in supported services and solutionsContribute to knowledge management and the documentation of errors and known workaroundsFollow the requirements concerning Information Security described in HCL PolicyUtilize and contribute to the HCL Knowledge Management SystemSupport 2nd and 3rd line teams with problem identification and resolution as requiredAct as dispatcher of incoming tasksEnsure correct use of applicable security policies and raise security issues where discoveredDrive the identification and escalation of problems in supported services and solutionsDrive knowledge management and the documentation of errors and known workaroundsContribute to discussions on methods to improve team efficiency and delivery qualityDrive methods to improve team efficiency and delivery qualityParticipate in development of new operation techniques and contribute to designing solutions in supportCoordinate and secure specialized training for specific support tasks requiring unique knowledgeCollect measurement data (resolution time, work effort and others) as assigned by management#J-18808-Ljbffr
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