IT Support Specialist at Harte Hanks

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Full Time

Start Date

Immediate

Expiry Date

15 Jun, 26

Salary

0.0

Posted On

17 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Ticket Management, Escalation, Problem Resolution, System Analysis, Outage Management, Maintenance, Server Monitoring, Troubleshooting, Device Setup, Helpdesk Support, Diagnostic Process, Root Cause Analysis, Software Installation, Peripheral Equipment, Incident Reporting, Communication

Industry

Advertising Services

Description

Overview of Job Responsibilities Primarily responsible for all IT Helpdesk Level 1 tickets, that these are all accepted and assigned within the service level. Ensures that all tickets are dealt with accordingly, level 2 tickets are escalated whenever necessary. Responsible for initial resolution or analysis of tickets inside the company. Closely work with Operations and other support group for outages, maintenance, updates and other IT-related issue on equipment, tools and other IT infrastructure. Handles special monitoring task for client-end servers, datacenter for job failures, non-working jobs/task or command outages/downtime and escalate it to the POCs/Analyst urgently. Work onsite as needed for physical troubleshooting, set up and maintenance of IT devices. Assist onsite operations. Work with Global Service desk to receive support request via phone as needed and as additional personnel for New Hire IT sessions. Essential Responsibilities and Deliverables • Primary responsible for the IT helpdesk level 1 tickets. Ensures that all tickets were assigned within the agreed SLA of two hours after submission. Primary focal Point-of-Contact for the resolution of problems or issues being raised through phone call or Ticketing system. • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from Harte-Hanks employees experiencing computer-related problems. • Handles ticket properly, escalate to level 2 if necessary. Coordinates with POC of incidents if necessary. Interviews user to collect information about problem and leads user through diagnostic process to determine source of error. Determines the root cause of the problem and remotely addresses the issue if able. If not, creates a Help Desk ticket, and assigns the issue to a specialist. • Probes and identifies system and access irregularities reported and experienced by Operations. Serves as the shift POC for all staff questions and concerns; Informs Managers of system errors, trends, and problems and interacts with I.T. Support Groups (Internal and External) to resolve all IT-related concerns and possible conflict of information. • Install software as needed and replacement peripheral equipment • Provides highlights findings or summary on critical incidents to IT related outages such as tools outages for call-center environment. Critical Working Relationships * Global Service Desk focuses on helping and assisting all Harte Hanks employees that need assistance with IT related issues. * Work closely with Tools and Technology Team for operation outages. Work with Telecoms, Network Teams and Local Desktop Team for any IT infrastructure issues and inquiry. * Work closely with Database Team for any job failures and long running jobs during monitoring hours. Qualifications, Knowledge, and Skills Education: * Bachelor’s Degree in ECE, Computer Science, Computer Engineering, Information Technology or any IT/Computer-related course. Experience/Knowledge/Skills: * Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals * Ability to write routine reports and correspondence * Ability to speak effectively before groups of customers or employees of organization * Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions and decimals * Ability to compute rate, ratio and percent and to draw and interpret bar graphs

Responsibilities

The primary responsibility is managing all IT Helpdesk Level 1 tickets, ensuring they are accepted, assigned within the service level agreement, and escalated to Level 2 when necessary. This role involves initial resolution or analysis of tickets, closely coordinating with Operations and other support groups regarding outages, maintenance, and infrastructure issues.