IT Support Specialist

What You’ll Do

• Work within established troubleshooting guides and knowledge base to resolve tickets in a timely manner and provide resolutions for support tickets. 
• Handle complex issues and escalations independently, pulling in the other Service Desk teams as needed.
• Provide onboarding/offboarding support, technical consulting, system configuration, and troubleshooting for computer or technical problems.
• Install, assemble, and configure computers, monitors, network devices and peripherals such as printers, scanners, switches, and related hardware.
• Engage various teams throughout the organization with a service mindset, focusing on ensuring the end-user satisfaction.
• Take full ownership on special projects and related duties as assigned by management.
• Consistently meet and exceed goals and SLAs for customer service, technical quality and first call resolution.
• Work in an elevated capacity and provide mentorship to the Service Desk Technicians on the team.
• Administer, configure, and troubleshoot enterprise applications and systems. 

Qualifications

• 4+ years Customer Service experience, inclusive of 2 years min of service desk or related experience
• Experience monitoring and maintaining network and security systems or relevant knowledge
• Independent self starter with demonstrated ability to take on increasing levels of responsibility
• Great communicator with the ability to work alongside a team across multiple locations
• Experience with Active Directory, remote desktop tools, and ticketing systems
• Experience with Google Workspace Admin, Okta, hard phone/softphone applications, and other various Enterprise applications preferred.
• Highly self-motivated and directed
• Communicate ideas and recommendations to improve technology and work inefficiencies
• Detail oriented, with an emphasis on accuracy & follow-up
• Ability to solve problems and multi-task independently
• Strong documentation, organizational, written and communication skills
• Strong technical, analytical, and critical thinking skills
• Strives to continuously grow knowledge and skills.
• Working knowledge of computer operating systems, MDM, networking systems and applications software within an IT help desk environment.
• Ability to exercise patience with end users possessing varying degrees of computer knowledge/system skills
• Ability to take a proactive approach to issue resolution
• Experience troubleshooting and supporting A/V (including conference rooms)
• Lifting and transporting moderately heavy objects, such as monitors, computers, and other equipment
• Flexible & solutions-oriented. In this environment, things change quickly and we need someone who can roll with the punches & provide creative solutions

The Perks of Working With Us

• Take advantage of excellent benefits, including medical, dental, vision, life, and disability coverage.
• Invest in your future with our matching 401(k) program.
• Build relationships and find your home at Arrive through our Employee Resource Groups.
• Enjoy office wide engagement activities, team events, happy hours and more!
• Leave the suit and tie at home; our dress code is casual.
• Park your car for free on site, plus covered parking and electric vehicle charging stations!
• Start your morning with free coffee!
• Work in the wonderful city of Columbus, OH – we are in a convenient location close to downtown and a bunch of great restaurants and breweries!
• Maximize your wellness with free counseling sessions through our Employee Assistance Program.
• Get paid to work with your friends through our Referral Program!
• Get relocation assistance! If you are not local to the area, we offer relocation packages and have a Candidate Engagement Specialist who can answer any questions.