An IT Support Specialist provides enterprise-wide technical support largely via phone, e-mail, and Instant Messaging. Primary tasks are the gathering and documenting of reported issues, troubleshooting with the goal to resolve issues by the end of the call, and collaborating with or escalating to others within IT as needed.
Additionally, agents perform scheduled operational tasks to monitor various IT systems. These tasks can include remote checks and reports, as well as physical checks within our Data Center.
ESSENTIAL FUNCTIONS: Provide technical support over the phone and by e-mail, using various remote assistance tools such as screen sharing and Remote Desktop. Partner with other department personnel and management for call escalation and resolution. Support company issued mobile devices. Ability to diagnose, resolve, or escalate reported issues with software, hardware, and various other IT supported services and platforms. Perform user setup procedures in Active Directory, Windows, Mac OS, O365, and other applications. Support Manufacturing and Distribution systems and users. Follow documented procedures and create new documentation when needed. Troubleshoot kiosks located in The Home Depot locations and escalate to our Retail Team when necessary. Daily follow-up on open tickets and tasks.
Educational attainment equivalent to high school graduation, supplemented by training, certification, or coursework relating to the IT field. Work experience involving user support, and/or previous IT experience in a corporate environment is required.
KNOWLEDGE/SKILLS/ABILITIES: As a member of a team that provides 24/7 coverage in support of the business, the ability to create detailed documentation of all symptoms reported and discovered, all troubleshooting performed, and any impact to the business is mandatory.
You should know: Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A Kelly recruiter will confirm and share more details with you during the interview process.
Why Kelly ® Technology?
Looking to put your tech expertise to work on today's most intriguing, innovative, and high-visibility projects? By partnering with Kelly Technology, you'll gain direct connections to top companies around the globe. Our team creates expert talent solutions to solve the world's most critical challenges. In a world where change is the only constant, our extensive network of industry relationships and IT market expertise help you take your skills exactly where you want to go. We're here to help you gain experience, make an impact, and grow your tech career.
About Kelly ®
At Kelly, we're always thinking about what's next and advising job seekers on new ways of working to reach their full potential. In fact, we're a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world. Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.