IT Specialist

About the Company

The organization is a national infrastructure construction company operating across the United States. It provides wireline and wireless communication services, including cell tower construction, RF engineering, broadband fiber optic cable installation, outside plant (OSP) engineering, wireline construction, and emergency maintenance. The company addresses the challenge of building and maintaining communication infrastructure at scale across diverse locations

About the Role

The IT Specialist is responsible for providing technical support and resolving issues related to the organization's computer systems and peripherals. This role focuses on troubleshooting, incident management, and improving the service desk's efficiency to reduce recurring problems. The position ensures smooth IT operations by coordinating with other technology teams and serving as a central point of contact for standard software and hardware support during defined service hours. The role contributes by minimizing downtime and enhancing user satisfaction through effective incident resolution and proactive problem prevention.

Responsibilities

• Respond to and resolve inquiries and requests regarding computer systems and periph
• eralsLog, assign, update, and resolve service desk incidents using the Incident Management System (ServiceNow)
• Achieve a target of 90% first-call resolution for incidents
• Support Microsoft Office, Windows OS, and remote access technologies
• Complete requests for password resets, user provisioning, software installation, and printer support
• Investigate and implement solutions to reduce recurring issues and service deskcalls
• Identify and escalate potential problems before they impactusers
• Maintain a customer-focused approach, handling complaints and emotional situations professionally
• Promote the service desk's value and maintain its professional image
• Participate in team meetings to stay informed of upcoming changes and potential issues
• Communicate status updates and significant developments to peers and end users
• Stay current with supported technologies and pursue ongoing interpersonal skills training

Qualifications

• Degree in Information Systems or related field, or equivalent education and experience
• Microsoft Certified Professional (MCP), CompTIA A+, CompTIA Network+, or equivalent desktop computer/IT support certification preferred
• Minimum of 3 years' experience in IT support or customer service-oriented call center environments with in-person support

Required Skills

• Strong focus and commitment to business priorities
• Effective problem-solving skills with the ability to implement lasting solutions
• Proactive mindset to anticipate needs and improve processes
• Clear and persuasive communication skills in English, both verbal and written
• Ability to manage professional and polite customer interactions, including difficult situations
• Efficient time management and professionalism

Pay range and compensation package

Compensation will be determined based on the candidate's experience, skills, and other relevant factors.

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Remote Hunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company's career page or ATS.