Fragomen is looking to hire an experienced IT Services Specialist for our Technology & Innovation Lab in Pittsburgh to support a variety of enterprise and custom client applications.
This is a full-time, direct-hire position, and we are seeking a dynamic individual for a Midnight to 8:30am shift, Monday through Friday, who will be a key part of our global 24x7 IT Services environment. Fragomen offers competitive salary, comprehensive medical and health benefits, 401(k) plan with employer matching, and a generous Paid Time Off (PTO) plan.
Working in a collegial, team-oriented environment, our IT professionals learn from the industry's leading experts. Our firm’s commitment to quality and best practices is supported by technological innovation that benefits our clients and staff.
Act as initial point of contact or escalation group on any correspondence from internal and external clients regarding software applications, client services and technical questions
Deliver consistent responses to clients following established service level agreements upon ticket creation through all steps of the process including resolution
Manage ticketing system queue, providing detailed identification of root cause, troubleshooting steps performed, and resolution of the issue
Execute assigned tasks to fulfill configuration and support requirements for the Connect application US roll-out.
Document and update knowledge base articles and internal procedure workflow
Work independently to monitor and complete tasks in the queue
Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues
Perform entry level system administration duties as assigned
Perform application testing as necessary prior to deployment
Deliver coaching to peers when necessary
Ability to multitask, work under pressure and handle interruptions while maintaining flexibility in work assignments
QUALIFICATIONS & EXPERIENCE:
College degree in the field of computer science or related field
At least 3 years of work experience in applications support.
HDI certifications [Customer Service Representative (CSR), Support Center Analyst (SCA) and Knowledge Center Support (KCS) are desirable.
ITIL v3 Foundations or Microsoft certifications desirable
Experience using Windows OS, Office 2010, Acrobat X, IE 11, Chrome and other browsers.
Good understanding of Lotus Notes mail and databases is preferred
Experience using VPN client and Citrix client
Experience in applications support, specifically validating issues reported, testing fixes, and working with developers or vendors to deliver a timely resolution
User acceptance testing or applications testing experience is helpful