IT Technical Support Specialist

Job Title: IT Technical Support Specialist
Job Location: Oshkosh, WI
Eligibility/Clearance: US Citizenship required as this supports a
government contract

SUMMARY:
Responsible for supporting enterprise organization information
technology requests, incident management, and outages. Appropriately
route problems to the correct point of contact for immediate resolution
or further escalation. Ensure customer satisfaction and operational
excellence across enterprise end users.

YOUR IMPACT:
-Providing day-to-day operational support and troubleshooting for the
end user support ecosystem using appropriate standards for installation,
configuration, response time, and ensure customer support excellence.
-Working on small projects and operational tasks
-Intimate knowledge of the ITIL process, ticket resolution, and
stakeholder response
-Enhance technical knowledge and capabilities through training,
understanding technical/organizational direction, and cross-training.
-Support and troubleshoot software applications on desktop and laptop
computers, including basic to advanced operations and general computer
use.
-Foundational troubleshooting network and connection issues for AV
equipment, OT gear, and telephony (Cisco/Avaya).•Document user requests
and actions in ServiceNow ticketing system.
-Foundational troubleshooting client device break-fix, IMAC, imaging,
and incident response support (PC, laptop, iPad, USB encryption, etc.).
-Directly engage stakeholders on incident response and event management
escalations through timely response and excellent customer support
-Contribute to helpdesk SOPs and training manuals for level I and II
support.
-Utilize office product suites, including M365 cloud applications (Word,
Excel, PowerPoint, Outlook, OneDrive, Teams, etc.).
-Other duties as assigned.
-Regular attendance is required.

MINIMUM QUALIFICATIONS:
-Two (2) or more years of experience in the field or in a related area.
-Hardware, operating systems, ITSM, ITIL
-Written and verbal communication skills, customer service, issue
resolution, and problem solving
-HS Diploma in combination with relevant certifications, or associate's
degree in information technology or related Field

STANDOUT QUALIFICATIONS
-Bachelor's degree in information technology or related field.

Arena Technical Resources, LLC, (ATR) is an Equal Opportunity Employer
(EOE) who will provide equal employment opportunity to employees and
applicants for employment without regard to  race, ethnicity, religion,
color, sex, pregnancy, national origin, age, veteran status, ancestry,
sexual orientation, gender identity or expression, marital status,
family structure, genetic information, or mental or physical disability.