IT Support Specialist I

Positions Summary 

The Support team is the first stop for those in the team who need technology assistance. This assistance ranges from help with their machine to account and platform changes. For the few tasks that Support cannot handle, they know where and how to escalate throughout the organization. As a Support Specialist I, you will be reporting to the Team Lead. You will primarily be the first contact for tickets with a focus on learning the systems that are critical for our team to function. You will also be handling most of the daily tasks to keep the rest of the team running smoothly.

Position Responsibilities 

• Be the first contact for end user tickets submitted.
• Organize, track, and complete the variety of support requests generated by both employees and internal discovery.
• Escalate tickets, with context, as necessary.
• Champion regular audits and flag inconsistencies to the team.
• Handle new hire account creations in conjunction with other teammates.
• Handle standard office tasks, including shipping and receiving of equipment.
• Develop an understanding of the IMGA Platform: applications, systems, technologies, workflows, interfaces our employees use every day.
• Provide support and administration for third-party solutions that integrate with and complement our current enterprise systems. Example systems include Salesforce Sales Cloud, Salesforce Marketing Cloud, Slack, Okta, Jira, Confluence, Tableau, Microsoft services, and Zoom.
• Champions documentation and updates any changes that happen in process, inventory, or clarification of systems.

Knowledge, Skills and Abilities 

• Gained access to all typical systems, showing proficiency in each with routine tasks.
• Completes audits and routine tasks on a timely basis.
• Escalates all tickets with situational context, containing all information available
• Documents fixes and notes in the ticketing platform and contributes to documentation development.
• While flexible, Saturday and Sundays will be required in this position. This position is 100% on-site.