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Technical Specialist- Junior :: REMOTE (Raleigh, NC)

78% Flex
EXTRA HOLIDAYS - EXTRA PARENTAL LEAVE
Remote: 
Full Remote
Experience: 
Junior (1-2 years)
Work from: 
Illinois (USA)

Offer summary

Qualifications:

Range of technical understanding to resolve software/hardware issues, 3 years experience in technical problem resolution.

Key responsabilities:

  • Evaluate IT incidents and prioritize tickets
  • Provide technical support for desktop applications
  • Document and communicate technical solutions
  • Stay updated on current technology trends
  • Lead projects and collaborate with teams
ARK Solutions, Inc. logo
ARK Solutions, Inc. Human Resources, Staffing & Recruiting SME https://www.ARKSolutionsInc.com/
201 - 500 Employees
About ARK Solutions, Inc.
WE'RE A COMPANY THAT CARES FOR OTHERS BEYOND STAFFING OUR CULTURE SHAPES EVERYTHING WE DO Our people, clients, and consultants matter to us more than anything. We are driven by a culture of purpose, shared values, and growth. OUR CLIENTS ARE OUR DRIVING FORCE Whether it’s finding the right candidate for a job or seamlessly managing a project end to end, our conviction and commitment to our clients runs deep. No matter what it takes, we’re devoted towards the success of your business. OUR PEOPLE ARE OUR FAMILY Our team members are our family. We’re here for you and we won’t stop until you’re exactly where you want to be. We believe in your potential and we are devoted to helping you achieve your ambition. IT’S ALL ABOUT YOU Your business is our business. We believe in making our relationship and understanding strong, and we know just how to do that. We're prepared to assist you at any level, from recruiting the best candidates to onboarding assistance to make the most of every opportunity. Whether you are staffing or looking for talent we've got you covered. Our mantra is: analyze, identify, recruit, execute. Our mission is to create relationships, not transactions. Our promise is that we'll be there, as questions or issues arise, every step of the way. With experience in staffing and implementing projects, we thrive on sharing our experience and knowledge to help you make a success of your business. Our track record proves that clear communication and expert collaboration will boost your bottom line.
See more ARK Solutions, Inc. offers

Job description

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Your missions

Ark Solutions Inc is looking for Technical Specialist- Junior!

Position: Technical Specialist- Junior
Location: REMOTE (Raleigh, NC)
Duration: 12 Months and possibility of extension

Description:

The Service Desk uses technical expertise in the Service Delivery of an Information Technology Infrastructure and an understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Serves as a technical resource on all of standard desktop applications to 10,000+ computer users. Provides an understanding and knowledge of applications serving as a strong base for technical expertise in products and programs. Ability to work independently to analyze customer’s needs and resolve technical problems; manage time to meet schedules; prioritize tasks according to customer needs; communicate highly technical information to non-technical users; troubleshoot hardware and software problems involving local area networks and personal computer systems; manage critical incidents, identify problems, make necessary corrections, and/or assist others with resolutions. Supports end user password resets. Instructs users via phone and/or email on the basic functionality of desktop applications. Follows detailed procedures while making recommendations for routine problem solutions. Takes calls from end users verifying their identity, demographics and communicating effectively to understand their request. Enters information into the ServiceNow call tracking system and monitors to ensure customer service needs are met for all computer and network related issues. Distributes Agency-wide email communications and notices related to technology issues.


Day-to-day Responsibilities:
  • Proactively promotes positive customer relationships and mentor’s others to ensure client satisfaction and organizational success.
  • Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems.
  • Provides updates on work progress to the customer and others using call tracking system.
  • Has significant technical knowledge and serves as a resource for others to help solve complex problems.
  • Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
  • Stays abreast of current technology in a changing environment.
  • Identifies emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems.
  • Uses extensive knowledge to develop and/or implement information technology solutions to enhance organizational success.
  • Works with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.).
  • Works with application development teams to identify application issues at the customer level and provide technical detail in order for development teams to accurately identify problems within applications.
  • Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.
Project Management:
Ability to lead projects that require directing the work of others and with some latitude on actions or decisions. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management.
 
Develop and maintain appropriate documentation for all responsible areas:
Responsible for creating and maintaining all documentation of process and procedures for all areas. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually.
 
System Security:
Responsibility of all Technical Services Staff to be aware of security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. Responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.
 
Skills Required / Desired Experience
Demonstrates a range of technical understanding to independently resolve routine and non-routine issues on software and/or hardware Required 3 Years
Ability to identify trends and makes suggestions for technical modifications to solve future problems Required 3 Years
Ability to consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction Required 3 Years
Ability to document solutions that solve client problems and clearly presents these solutions Required 3 Years
Analysis of technical and user documentation for technical assistance and support Required 3 Years
Ability to work independently on tasks, develops own work, schedule and monitors progress against defined parameters Required 3 Years
Demonstrates a customer orientation and effectively communicates verbally and in writing Required 3 Years
Demonstrates initiative in solving problems associated with projects and daily work Required 3 Years
Demonstrates knowledge and a working experience with ServiceNow call tracking system Required 3 Years

Required profile

Experience

Level of experience: Junior (1-2 years)
Industry :
Human Resources, Staffing & Recruiting
Spoken language(s):
English
Check out the description to know which languages are mandatory.
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