IT Support Specialist

hace 2 semanas

Guadalajara, México Arrive Logistics A tiempo completo

**Who We Are**

*
Who We Want*
**What You’ll Do**
- Work within established troubleshooting guides and knowledge base to resolve tickets within time standards and provide resolutions for support tickets.
- Investigate root causes of tickets and proactively work to resolve root issues to reduce the issues.
- Responsible for prioritizing the resolution of tickets in queue and project work as needed, including for other office locations.
- Set up and maintain the office network, computer setup, distribution and employee onboarding.
- Provide replacement equipment in accordance with department policy.
- Track, account for and maintain inventory. Collect and track equipment after terminations or after it is no longer needed by employees. Ensure that equipment inventory is secured at all times. Submit requests for equipment orders. Report any missing or stolen equipment immediately.
- Handle complex issues and escalations independently, pulling in the other Service Desk teams as needed.
- Independently (or in collaboration with building staff), support, update, maintain IT conference room spaces and A/V equipment.
- Attend all meetings unless you receive approval to not attend in advance.
- Provide onboarding/offboarding support, technical consulting, system configuration, and troubleshooting for computer or technical problems.
- Install, assemble, and configure computers, monitors, network devices and peripherals such as printers, scanners, switches, and related hardware.
- Engage various teams throughout the organization with a service mindset, focusing on ensuring the end-user satisfaction.
- Create and update SOPs for new and existing needs.
- Continuously expand on service desk knowledge and expertise. Independently research and seek information to stay current in technical expertise.

**Qualifications**
- 4+ years Customer Service experience, inclusive of 2 years min of service desk or related experience
- Fluency in English and Spanish
- Experience monitoring and maintaining network and security systems or relevant knowledge
- Independent self starter with demonstrated ability to take on increasing levels of responsibility
- Great communicator with the ability to work alongside a team across multiple locations
- Experience with Active Directory, remote desktop tools, and ticketing systems
- Highly self-motivated and directed
- Communicate ideas and recommendations to improve technology and work inefficiencies
- Detail oriented, with an emphasis on accuracy & follow-up
- Ability to solve problems and multi-task independently
- Strong documentation, organizational, written and communication skills
- Strong technical, analytical, and critical thinking skills
- Strives to continuously grow knowledge and skills
- Ability to exercise patience with end users possessing varying degrees of computer knowledge/system skills
- Ability to take a proactive approach to issue resolution
- Experience troubleshooting and supporting A/V (including conference rooms)
- Lifting and transporting moderately heavy objects, such as monitors, computers, and other equipment
- Flexible & solutions-oriented. In this environment, things change quickly and we need someone who can roll with the punches & provide creative solutions
- Experience working with IT Service Desk ticketing systems (ex: Jira, Service Now, etc)

**Your Arrive Experience**
Our award-winning company culture is designed with you in mind. We are committed to supporting your personal and professional growth and making Arrive a place we all love to work.

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