IT Support Specialist

Job Description

Advanced Network Solutions is looking for a full-time IT Support Specialist for their Nashville office. The IT Support Specialist role is to perform the initial triage and attempt resolution of incidents reported to the Service Desk. IT Support Specialists are also empowered to deliver service in the fulfillment of Service Requests.

The ideal candidate will assist IT staff and the service desk in managing escalation of technology support related to customer service incidents. IT Support Specialists receive and handle requests for support following agreed procedures. Responds to requests for support by providing information to enable problem resolution and promptly escalates unresolved requests as appropriate. Maintains records and advises relevant persons of actions taken.

The ideal candidate must have the ability to work well as part of a team and must possess superior communication; excellent interpersonal and customer service skills are a must. The ideal candidate will also be a self-starter with the ability to find his/her own solutions to problems and understand the inter-dependencies between applications/systems. They will need to leverage checklists and knowledge management practices to avoid re-solving old problems.

An overall understanding of quality client service, experience working in a diverse team, a strong business acumen and the instinct to think and act strategically are essential for advancement within our organization.

A competitive salary with a comprehensive benefits package will be offered; salary will be commensurate with experience.

Desired Qualifications

  • Minimum of 2 years experience in technical support with strong technical problem diagnosis skills.
  • A degree or diploma in Computer Science, Management Information Systems or related field is a plus
  • Microsoft Certifications, such as Microsoft Certified Systems Engineer (MCSE), Microsoft Certified IT Professional (MCITP) or Microsoft Certified Desktop Support Technician (MCDST)
  • Works well in an interrupt driven environment
  • Excellent people skills relative including, good verbal and written communications skills
  • Excellent decision making and troubleshooting skills
  • Able to assess, negotiate and resolve questions around ownership of a problem
  • Able to view incidents and problems from the customer perspective, representing the customer when teams is not driving toward a solution or when questions of incident ownership are not resolved
  • Able to recognize impact of lost opportunity costs to the firm for extended delays in incident resolution
  • Has a service attitude that goes beyond the strict process / priority matrix (able to look at individual circumstances)
  • Skilled at managing end user expectations
  • Experience with the following core technologies:

o Microsoft Office 2003 and 2007 including Word, Excel, PowerPoint, Visio and Outlook
o Windows XP, Vista and Windows 7
o Windows Server 2003 and 2008
o Microsoft Active Directory
o Terminal Servers
o Virtualization (VMware a plus)
o Firewalls/VPNs (Juniper Netscreen a plus)
o Network troubleshooting
o Hardware / software troubleshooting

If you are interested in exploring an opportunity with us, please e-mail your resume and contact information to careers@ansolutions.com.