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Harris · 14 hours ago

IT Support Specialist

Upper Marlboro, MD

Full-time

Hybrid

New Grad, Entry Level

$26.06/hr - $39.09/hr

Harris is one of the country's leading mechanical contractors, offering stability and resources alongside a team culture. The IT Support Specialist will provide technical assistance across the organization, troubleshoot issues, and maintain documentation to ensure effective IT operations.

Building MaintenanceCommercialConstructionData CenterIndustrialIndustrial EngineeringMechanical EngineeringService IndustrySmart Building

Growth Opportunities

H1B Sponsor Likely

Responsibilities

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

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 to non-functional applications and software for incident reporting and resolution

Actively participates in deployment and relocation of computers and associated peripheral equipment

Meets and maintains adequate KPIs in technical support, ticket quality, and SLAs

Creates and maintains application and end user documentation following applicable department, company and industry standards and policies

Identifies, investigates, tracks, and resolves minor project, system or application errors ensuring solution is timely and of acceptable quality

Maintains inventory of all loaned laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards

Develops and applies standard computer images with authorized software to computers to ensure consistent configurations

Participates in preparation of fully integrated testing scenarios for application deployment and configuration; provides information to be evaluated as part of comprehensive testing plans

Researches information systems across multiple levels and states and their relationships

Investigates the root cause(s) of poor performing processes, identifies any process automation contributors, and recommends corrective actions

Qualification

Help desk experienceTechnical support experienceDiagnosing technical issuesOffice productivity softwareMicrosoft Windows environmentCustomer service experienceDocumentation skillsTeam collaboration

Required

High School Diploma Required

Help desk/technical support experience

Experience in diagnosing and resolving technical issues in a business environment

Customer service experience

Proficient understanding of office productivity software

Utilizing hardware and software diagnostic tools in a Microsoft Windows environment

Benefits

Medical, dental, vision, and life insurance

401K with company match

Vacation time, sick time, and paid holidays

Paid Parental leave

Sales Incentive Plan

Company

Harris

National mechanical contractor providing design+engineering, construction, building automation, service, manufacturing, conveyors and more.

Founded in 1948

Saint Paul, Minnesota, USA

1001-5000 employees

https://www.harriscompany.com/

H1B Sponsorship

Harris has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2021 (1)