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MasTec, Inc. is an equal employment opportunity employer. The Company's policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, disability, genetic information, military status, or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories. It is also MasTec's policy to comply with all applicable state, federal and local laws respecting consideration of unemployment status in making hiring decisions.
IT Specialist
Location
United States
Posted
57 days ago
Salary
$24 - $25 / hour
Seniority
Mid Level
No structured requirement data.
Job Description
IT Specialist
MasTec Communications Group
Role Description The IT Specialist is responsible for responding to inquiries and requests for assistance with the organization's computer systems and/or peripherals. - Incident analysis and resolution - Logs all service desk calls or email requests into Incident Management System (ServiceNow), assigns, updates, and resolves incidents as needed. - Analyzes and resolves incidents with a goal of 90% First Call Resolution. - Supports at a minimum Microsoft Office, Windows OS, and Remote Access. - Direct Service Desk Requests - Completes requests for Password Resets, User Provisioning, Software requests and implementation, printer mapping and support. - Logs all service desk email requests into Incident Management System (ServiceNow). - Incident prevention and continuous process improvement (when time permits) - Investigates causes, tests solutions, and puts solutions in place to reduce calls to the service desk. - Fixes causes, not just solutions. Works to eliminate recurring issues and reasons to call. - Promotes effective use of technology. - Watches for trends that indicate potential incidents and escalates the issues or concerns before they happen. - Customer Service - Must learn to think of the customer as the most important part of the job. - Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior. - Promotes a professional service desk image and sells the value of the service desk. - Understanding service desk priorities and objectives and taking an active role in accomplishing these objectives. - Participates in other I&O teams - Reviews ITS Morning Meeting results and upcoming changes with the goal of knowing what is going into production and what could cause problems. - Passes feedback from customers on to the End User. - Communication - Keeps peers and End User/Alt End User informed of trends, significant problems, unexpected delays and anything new in the environment. - Keeps customers informed of global problems, scheduled downtime or anything that affects the computing environment. - Keeps customers informed of progress on problems that cannot be resolved on first call. - Training - Keeps current on all the technology used in the environment supported. - Takes training that continues to develop interpersonal skills. Qualifications - Degree in Information Systems or related field, or equivalent combination of education and experience. - Completed a Microsoft Certified Professional (MCP), CompTIA A+, CompTIA Network+ or any Desktop Computer/IT Support Certification. - 3 years’ work experience in an IT support function or a customer service oriented, call center environment. Requirements - Focus – The ability to remain focused on what is important to the business despite distractions. - Problem Solving – The ability to identify and resolve problems quickly and effectively. - Proactive Thinking – The ability to take initiative to make improvements. - Communication – Speaks clearly and persuasively in positive or negative situations. - Customer Skills – The ability to interact with customers in a polite and professional manner. - Professionalism – Uses time efficiently and approaches others in a tactful manner. - Teamwork - Contributes skills and capabilities to achieve the team’s goals. - Flexibility - Performs a wide range of tasks, responding to changes in direction and priorities. - Team/Company Fit – Always on time; enjoys working in a casual environment. - Technical – The ability to learn technical product information quickly and accurately. Benefits - Compensation of $24- $25 per hour, depending on experience. - 401(k) with company match. - Employee Stock Purchase Plan (ESPP). - Life insurance. - Short-term and Long-term disability. - Medical, dental, and vision insurance. - Dependent care and medical flexible spending accounts. - Employee Assistance Program (EAP). - Paid time off. - Paid holidays. - Family and medical leave. - Paid sick time.
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