Job Information
TAIT Towers Senior IT Support Specialist in Lititz, Pennsylvania
TAIT partners with artists, brands, IP holders and place makers to bring culture-defining, never-before-seen experiences to life. With a legacy of innovation spanning over 45 years, TAIT has grown from pioneering in rock ‘n’ roll concert staging to setting the global standard for extraordinary live events and experiences through cutting-edge technology, precision engineering, and creative design. TAIT’s 20 global offices have developed iconic productions and experiences in over 30 countries, all seven continents, and even outer space for renowned performers, theme parks, exhibits, and venues across the globe, including partnerships with Taylor Swift, Cirque Du Soleil, Royal Opera House, Nike, NASA, Bloomberg, Google, Beyoncé, and The Olympics
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IT Support Specialist II
Job Profile
Position Information
Reports to
Manager, IT Support
Region
North America
Function
Service Desk
Location(s)
West Lincoln
Department
GTS
FLSA Classification
Non-exempt
Grade Levels
T2
Position Code
Position Purpose
The IT Support Specialist II serves as a senior source of technical assistance and support to the user community for hardware, software, access, permissions, and other technical resources. Responds to complex tickets for break/fix incidents as well as service requests. Requires knowledge and skills to either assist the user to fix the problem, or escalate the problem to the appropriate IT resource, following department procedures. Accuracy/quality and concise documentation of work is a large requirement of this position; good attitude and customer service skills; good work ethic; good attendance record and punctuality.
Essential Responsibilities / Accountabilities
Review senior level incoming and assigned IT support tickets, determining priority before working ticket or escalating to the proper IT resource.
Monitors, creates, updates, maintains, and resolves complex IT support tickets.
Properly documents all ticket updates and resolutions and follow up with all parties involved to ensure the problem was corrected to their satisfaction.
Create new documentation (knowledge base) or update existing knowledge base items
Monitors computer software and hardware operating status; ensure that computers, printers, and other peripherals are in operating order.
Performs hardware and software maintenance, when necessary.
Reports equipment problems or failures and provides necessary documentation.
Sets up, configures, and installs new equipment which may include Desktops, Laptops, Printers, Mobile Devices, Network Equipment, etc.
Assist users with general application problems/questions and escalate to the appropriate resource when necessary.
Installs and configures desktop applications.
Communicates thoroughly and timely all pertinent information to give management as much time as possible to react to situations.
Uses proper customer service etiquette when interacting with customers, vendors and others.
Maintains a positive, proactive attitude committed towards continuous improvement of company culture and productivity.
Maintains a clean and organized work area.
Ability to work independently on tickets and other assigned tasks, seeking assistance from peers or leadership when necessary
Adhere to all company safety policies and procedures.
Attend meetings, seminars, and training sessions as required.
Perform assigned duties according to the policies and expectations prescribed by the company.
To perform this position successfully, each essential responsibility/accountability must be fulfilled satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the responsibilities and accountabilities outlined above.
Other duties may be assigned to meet business needs.
Management Responsibility
This role has no management or supervisory responsibilities.
Competencies
Behavioral Competencies
Customer Service Orientation: A strong commitment to providing excellent customer support and resolving user issues efficiently.
Communication Skills: Effective verbal and written communication to assist users with technical problems and provide clear instructions.
Technical Proficiency: Profound knowledge of computer hardware, software, operating systems, and common troubleshooting procedures.
Problem-Solving: Ability to diagnose and resolve technical issues, often under time constraints, to minimize user disruption.
Patience and Empathy: A patient and empathetic approach when dealing with users, especially those who may be frustrated or unfamiliar with technology.
Adaptability: Flexibility to handle a variety of technical problems and learn new technologies quickly.
Team Collaboration: The ability to work effectively with colleagues to escalate and resolve complex issues.
Time Management: Skill in managing and prioritizing multiple assigned tasks and ensuring timely updates and resolutions.
Documentation: Maintaining accurate records of user requests, troubleshooting steps, and resolutions. Able to communicate effectively and concisely when escalating to other teams.
Proactive Support: A proactive attitude towards identifying and addressing recurring issues to improve overall system stability and user satisfaction.
Technical Competencies
Troubleshooting and problem solving skills.
Experiencetroubleshooting or repairing desktop and laptop computers.
Experience troubleshooting software / application issues
Familiarity with Microsoft Office products
Familiarity with Microsoft Active Directory and Microsoft 365 / Exchange.
Experiencewith computer imaging and IT ticketing software, a plus.
Experience working with Slack, Zoom, Box, Guru, Asana, Salesforce, a plus.
Experience working with both Windows and MacOS environments, a plus.
MCSA, MCSE, A+, Network+, Security+ or similar certifications a plus.
Minimum Qualifications
AA/AS degree in computer related field plus 2+ year relevant experience
BA/BS degree in computer science; or the combination of education and experience that enables performance of all aspects of the position.
Must possess (or plan to acquire) a valid passport and have a willingness to travel domestically and internationally to TAIT group offices.
Ability to work 24/7 on-call rotation (after 3-6 months in role), one week period, rotates weekly
Working Conditions and Physical Effort
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision. The employee regularly operates a computer, including typing, using a mouse or keyboard, and viewing the screen for extended periods.
While the role does not require regular lifting or physical exertion, there may be occasional onboarding programs or training opportunities that create opportunities for more exposure to physical tasks or new environments (sites, venues, etc.)
Work conditions of the role are:
Work conditions may involve moderate exposure to unusual elements such as dirt, dust, fumes, unpleasant odors, and/or loud noises
Work environment involves some exposure to hazards or physical risks which require following basic safety precautions
Must be able to wear and properly utilize appropriate personal protective equipment (PPE) to work within or visit areas where required. This includes, safety glasses, reflective vest, ear plugs, safety toed shoes, and other PPE as required by the location.
Outcomes
What are the critical metrics used to measure performance within the role?
Resolution Time (SLA)
First Response Time (SLA)
Customer Survey Score (CSAT)
Tickets Volume / Tickets Resolved (per Week/Month)
401 W Lincoln Ave, Lititz PA 17543, United States
+1 717 626 9571
TAIT is an equal opportunity employer fully committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected characteristic as outlined by international, national, state, or local laws.