IT Support Specialist

Job Description

As an IT Support Specialist, you will provide company-wide virtual and in-person technical assistance regarding computer systems, software and peripherals throughout the organization. This includes evaluating the user’s request, quickly determining the appropriate resolution/escalation, communicating the resolution/escalation to the user, and fully documenting the process from the inception through closure and subsequent follow-up as consistent with Harris’s support service level standards.

Troubleshooting and Support

• 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.

IT Team Collaboration and Support

• 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...