IT Specialist

Job Description Job Description

About Us

With over thirty years of experience in the Information Technology industry, Apprentice Information Systems understands the need for technology solutions in local government. With about 50 employees, AIS is a growing IT company providing services and highly developed software and hardware solutions to local government, in both Arkansas and Oklahoma counties and municipalities. AIS headquarters is located in Rogers, AR with satellite offices located in North Little Rock, AR and Tulsa, OK. We have a casual, 'let's make-it-happen' culture all while having fun, being supportive to one another and making a real impact in our communities. We take pride in work that glorifies God, honoring our families and delights our clients. We hope that you will consider becoming a part of our dynamic yet expanding team. (There is always free coffee and the occasional free breakfast and lunch as well as team building activities)

Summary

We are looking to add another talented Level 1, First Responder to our team. This position will be in our Tulsa office. You will be working as part of a close-knit team of skilled professionals that believe in putting the client first every time. This is a highly interactive role wherein you interface with clients as well as other team members. We are looking for someone who is excited to build a career in information technology, this position offers excellent professional development and a bright future. We also enjoy having some fun as a team, this is a crucial part of our culture.

Benefits

AIS offers a competitive benefits package to our full-time employees. These benefits include, medical, supplemental, dental, vision, retirement and more. We offer 8 paid holidays, 2 personal days, 5 sick days and a great vacation plan where you may qualify for 25 PTO days after your first year with AIS.

Key Focus

Deliver satisfaction through timely, friendly, and effective handling of customer problems requests, and needs in the areas of hardware or software.

You will provide a single point of entry for service that exceeds customer expectations.

You will provide timely service directly or through coordination of multiple team members to make the best use of technology in our customers' business roles.

Principal Duties and Responsibilities

Receive incoming requests through Interactive Voice Response (IVR) telephone system, support email and/or Fax.

Log and categorize incoming cases via ServiceNow (SNOW).

Provide first responder investigation and diagnosis of hardware, software and administrative incidents using the knowledge management database, personal knowledge of the environment and processes developed by senior leadership.

Resolve cases through remote support or by providing the customer step-by-step solutions.

Escalate to the next tier (L2/L3) if unable to resolve by providing accurate documentation of incident and steps taken to resolve.

Communicate with customers and internal teams to ensure that customer concerns are resolved and their needs are fulfilled.

Perform basic server administrative tasks to include but not limited to password resetting, cycling of printer spoolers, driver updates.

Logistical Job Requirements

Ability to work flexible hours, depending on customer demand.

Occasional meetings and/or training with team members at our home office in Rogers, AR.

Education & Experience

Associates degree in Information Technology or Computer Science is preferred but not required.

OR 1-2 years of industry experience (networks, hardware, software, or related information systems work) preferred.

1-year of technical support and/or help desk experience preferred

Required Professional Skills

Good communication skills.

Excellent team player.

Strong customer focus.

Able to demonstrate empathy for the problems of others.

Strong attention to detail.

Ability to multitask in a fast-paced environment.

Ability to learn new techniques and configurations within an enterprise environment.

Ability to explain technical issues/remedies to customers in simple language they can understand.

Required Technical Skills

General knowledge of IT - computer hardware, systems, networks, components, and software, etc.

Basic skills in MS Windows, Operating System configuration and networks.

Preferred proficiency in printer troubleshooting and other computer peripheral troubleshooting.

Other

Valid Drivers License required.

Full time position, hourly rate: $17.00 to $19.00