IT Support Specialist

IT Support Specialist


Job Summary
IT Support Specialists support the Workiva mission and objectives by ensuring that all employees are equipped with the relevant, functional equipment and software necessary to succeed in their roles. This position provides help desk and end point support to employees and consultants. The IT Support Specialist is empowered to make decisions as to the best way to meet user needs.

Responsibilities

  • Serves as a point of contact for end-users and provides basic and escalated technical support through in- person or remote communication as part of the Help Desk team
  • Provides solution-oriented and customer-focused service while adhering to established practices and procedures
  • Answers phone calls, emails and messages from internal customers regarding IT issues
  • Tracks the status of issues utilizing a cloud-based system
  • Provides off-hour assistance on a rotational basis
  • Processes help desk support tickets by reviewing, categorizing, prioritizing and assigning tickets to the appropriate project and/or person
  • Analyzes and troubleshoots problems, striving for immediate resolution, and redirecting or escalating as necessary
  • Provides endpoint support or remote desktop support for Workiva-owned computers, mobile equipment, digital equipment, and applications
  • Performs distribution, installation, and upgrades of applications, device-specific software, and workflows
  • Researches solutions to unresolved problems using a variety of resources
  • Applies knowledge of principles, practices, and procedures of a particular area of specialization to complete difficult assignments
  • May engage in technology-related project work

What You’ll Need
Skills

  • Demonstrated ability to effectively communicate by phone, text, or in person
  • Demonstrable proactive problem solving experience
  • Demonstrated ability to achieve successful outcomes in handling difficult situations and customers
  • Ability to translate technical terminology into everyday language
  • Demonstrable technical proficiency to serve in help desk role
  • Ability to document processes and standards
  • Shows initiative and acts independently to resolve problems
  • Ability to solve problems and apply previous experience to new problems
  • Ability to work autonomously
  • Demonstrated ability to manage multiple priorities and customer expectations
  • Ability to work in a demanding, fast-paced environment, and manage multiple projects

Experience

  • Preferred 2+ years of helpdesk/technical support or related experience
  • Small business support background is a plus

Education

  • Preferred 2 year degree/schooling beyond high school or equivalent work experience

Travel Requirement

  • Less than 10% travel expected

Working Conditions & Physical Requirements

  • This job requires in-person work at a Workiva office site.  Workiva has mandated that all employees who perform their jobs onsite be vaccinated against COVID-19.  We are required to consider requests for exemptions based on a medical condition or sincerely held religious belief.
  • Ability to lift 25 pounds on a regular basis and up to 75 pounds on an occasional basis
  • Reliable internet access for any period of time working remotely, not in a Workiva office.

 

Where You’ll Work

Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.

  • Customer Success:  Always delight our customers.
  • Trust: Rely on each other.
  • Integrity: Do the right thing, every time.
  • Collaboration: Share resources and work together.
  • Innovation: Keep creating solutions and finding better ways.
  • Inclusion: Support a diverse community where we all belong.
  • Accountability: Be responsible for your success and failure.

We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems.

Read More Here

Skills

Posted on

January 12, 2022