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**Summary of Position**:The IT Support specialist is responsible for providing technical support for DEKRA North America.
This position will be responsible for the IT Technical Support Needs (including, but not limited to laptop PCs, Servers, Cell phones, VOIP system and legacy systems), basic and advanced initial setup, end user trouble shooting, problem resolution, employee training, and providing assistance with software installation and maintenance.
**Position Responsibilities**:- Operate and maintain global IT and communications systems within the Americas.- Provide level 1, 2 and 3 support for end-users.- Identify, record, and communicate incidents, problems and their resolution using help desk systems and procedures.- Work with external suppliers to trouble-shoot and repair externally managed systems.- Maintains historical records by documenting hardware and software changes and revisions.- Manage and maintain IT infrastructure, PC and communications equipment inventory at regional sites.- Work with new and experienced employees to determine the nature of computer issues.
Determine whether issue is caused by hardware, software, or telephone, then formulate a diagnosis, and assist employee through problem solving steps.- Coordinate procurement, setup and management of Laptop PC, Cell phone, headset, SIP phone, VoIP Appliance and any other related hardware- Travel to regional sites to manage the breakdown, setup, and support of workstations and site relocations.- Manage testing that needs to be completed after hours (i.E.
System upgrades, etc.
).- Manage MDM (Mobile Device Management) software Maas360 or SOTI- Manage and assist in setup and maintenance of Wireless Networks via Cisco Meraki Cloud Management Systems- Assist in the development of training materials and train employees on software and hardware.- Assist as a tier 3 escalation point on IT problems- Complete other duties and participate in other projects as assigned.
**Knowledge Skills and Abilities**:- Strong troubleshooting and diagnostic skills; ability to use Root Cause analysis techniques to trace problems to their source and find solutions.- Ability to maintain positive relationships and work collaboratively with others, including cross-functional staff.- Ability to coordinate activities connected to larger projects.- Secondary education and computer certification and/or specialized vocational training required.- Minimum 3+ years' experience in IT required, 2 years of experience in a related support function preferred.- Knowledge of Microsoft Office 2010 & 2013, 2016 Windows 7 & 10