THE POSITION: As a Global Support Specialist I, you will be using your technical expertise and customer service skills to provide comprehensive technical support services, ensuring the seamless operation of IT systems for staff and the business. In this role you will serve as the first point of contact for all service requests, acting as the face of IT to employees and other stakeholders.You will be responsible for operating independently, efficiently managing incoming technical requests, delivering high-quality customer service, and resolving a wide range of desktop, laptop, and mobile device issues. By leveraging your multi-tasking and problem-solving abilities, you will ensure a smooth and efficient IT experience for users, contributing to the overall success of the business. As a primary local support resource, you will be expected to perform first level analysis of networking, conferencing, telecommunications and security incidents. You will be responsible for driving a resolution and coordinating the activities of additional support personnel while providing hands-on assistance where required.ESSENTIAL DUTIES AND RESPONSIBILITIES:
As an IT Support Specialist, the primary responsibility is to oversee and manage IT support functions for end users, ensuring that systems operate efficiently, and business operations are streamlined. The duties include:Lead and perform advanced IT tasks, including troubleshooting complex system configurations, diagnosing performance issues, and implementing solutions for application access.Oversee and route incoming incidents and service requests to the appropriate support teams, ensuring high-priority issues are addressed promptly.Maintain accurate and timely records in the issue tracking system while ensuring proper follow-up and documentation of resolutions.Develop and manage the service desk knowledge base, creating and updating support documentation to address recurring issues and processes.Take ownership of ongoing professional development, and lead team improvement initiatives to enhance the overall service desk operations.Demonstrate leadership through continuously fostering an inclusive workplace and promoting the EVERSANA culture.Perform other duties as assigned that contribute to the business’s strategic goals.The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.An individual in this position must be able to successfully perform the expectations listed above. EXPECTATIONS OF THE JOB:Proactively analyze and resolve complex end-user hardware, operating system, and business application issues with a focus on minimizing disruptions to business operations.Communicate effectively and professionally with users and teams, providing clear solutions and updates to system-related issues.Manage and prioritize service desk workload to meet and exceed business SLAs, ensuring continuous system availability and performance.Regularly attend leadership and team meetings, contributing valuable insights on current projects and team knowledge transfer.Provide proactive leadership, mentoring, and knowledge sharing with other IT team members, contributing to a culture of excellence and collaboration.Be available to address critical system issues during both regular and off-hours, maintaining operational excellence.