IT Support Specialist 3

****What this Job Entails:****  The IT Support Analysts will help in resolving a variety of technical problems.  ****Scope:****  * Works on assignments that require considerable judgment  and initiative. Makes recommendations for solutions * Works within guidelines and takes ownership of results. May act as a mentor to less experienced team members ****Your Roles and Responsibilities:**** * Field incoming help requests from end users in a courteous manner. * Document all pertinent end user identification information, including name, department, contact information, and nature of problem. * Build rapport and elicit problem details from help desk customers. * Prioritize and schedule problems. Escalate problems, when required, to the appropriate experienced technician. * Apply diagnostic utilities to aid in troubleshooting. * Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. * Identify and learn appropriate software and hardware used and supported by the organization. * Install new PCs, both desktop and notebooks, for new and existing users, including hardware setup, software installs, wiring, and training. * Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position ****Required Qualifications/Skills:**** * Associate's degree (A.A) or equivalent from two-year college or technical school and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience  * Networks with senior internal and external personnel in own area of expertise * Demonstrates good judgment in selecting methods and techniques for obtaining solutions * Knowledge of basic computer hardware and software * Familiarity with desktop and server operating systems * Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills * Ability to conduct research into a wide range of computing issues as required * Ability to present ideas in a user-friendly manner * Analytical and problem solving abilities * Exceptional customer service orientation ****Preferred Qualifications:****  * Knowledge of various operating systems and databases  * Knowledge of various programming languages ****Physical Demand & Work Environment:**** * Must have the ability to perform office-related tasks which may include prolonged sitting or standing * Must have the ability to move from place to place within an office environment * Must be able to use a computer * Must have the ability to communicate effectively  * Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers