IT First Touch Specialist

At eXcell, we set you up for job success right from the start. Our precision recruiting process aligns the right fit for the right people. Our client is looking for an on-site customer-service oriented IT First Touch Specialist. This role will provide day to day "first touch phone and walk-up support for IT hardware, software and networking inquiries coming from 2500+ global employees.Responsibilities:

• Standard day shift, On premise work location
• First point of contact for all IT issues, quickly responding to requests
• Follows scripted IT handling / engagement procedures
• Triages and categorizes incidents and requests, ensuring all tickets are properly documented and assigned
• Uses remote support tools to further diagnose and troubleshoot issues at remote locations
• Routes issues not resolved on initial contact to the correct team for resolution
• Partners with ITCS Enablement Team and others in IT to ensure proper handoffs and follow through
• Educates end users on self-service support tools and best practices
• Assists in documentation of troubleshooting procedures that can be shared in the knowledge base
• Assists in identification of trends in incidents, recommending review of recurring issues
• Services supported include hardware (desktops / laptops, mobile devices, printers, file shares), video conferencing, WAN and VPN networks and phones, business applications, Active Directory administration, and collaboration tools such as Office365 and email

• Has a minimum of 1 year - helpdesk experience
• Entry level experience in the support of the Microsoft and Macintosh based equipment
• Strong interpersonal skills with a passion for customer service

• Able to lift computer hardware, ranging from 0-50lb