IS Support Specialist 1

The IS Support Specialist 1 is responsible for being the primary point of contact for all technical requests from the company’s employees. The position is responsible for providing customer service and resolving or escalating a broad range of technical issues.

• Respond to work order requests to computer equipment, mobile devices, printers, scanners, desk phones, and audio/video equipment under direct oversight by other team members
• Troubleshoot, resolve or escalate work orders for hardware and software errors through various communication channels such as; phone, email, direct messaging and in-person
• Document detailed information regarding work order requests and their resolution
• Coordinate with external vendor systems regarding warranty registration, purchases, returns and repairs
• Assist with maintaining inventory levels of all hardware equipment, software and software licenses
• Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy

• High School diploma, or equivalent
• Required to complete vendor-specific certifications
• Organizational, multi-tasking, and time management skills
• Oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Critical thinking and problem solving skills
• Collaborative skills, applied successfully within team as well as with all levels of employees in other areas
• Sound business and technology acumen
• Able to thirve in a fast paced, deadline driven environment
• Attention to detail
• Ability to handle sensitive information with discretion and tact
• Ability to establish rapport and gain the trust of others; effective at gaining consensus
• Up to 5% travel time required