IT Specialist

Description

• Virtual IT service and support for BRG employees and non- BRG employees performing work on behalf of or engaging in services with BRG employees firmwide.  
• Respond to tier 1 and 2 customer requests for assistance related to all deployed hardware and software. Help customers with questions and issues regarding usage of industry standard commercial off the shelf (COTS) software applications. (The Microsoft Office Suite, Adobe, Windows OS, Autopilot, MFA, Intune, etc.)
• Provide oversight, virtual and onsite training, and direction for the Service Desk Agents.
• Monitor and review Service Desk calls and tickets to ensure quality and compliance with BRG IT service standards.
• Service Desk Quality Assurance performance monitoring and reporting. Presentation of Quality analyst’s audit findings to BRG IT and the Service Desk Leadership.
• Monitors appropriate dashboards to ensure tickets are being addressed in a timely manner.
• Troubleshoot software, systems, laptops and desktops remotely. Troubleshoot all mobile equipment, including tablets and smartphones.
• Manage Microsoft Entra ID (formerly Active Directory/AD), including creating and modifying user settings.
• Effectively use ServiceNow ticketing system for incident management, customer interaction and follow-up.
• Maintains and updates asset records within the ServiceNow ITSM system. Effectively use ServiceNow ticketing system for incident management, customer interaction and follow-up.
• Participate in knowledge management, knowledge documentation, and exhibit experience using the globally recognized industry leading framework of best practices for delivering IT services, ITIL.
• Create and maintain knowledge articles and encourage the ITIL based knowledge sharing process driving knowledge use and creation.
• Assist with laptop replacement program, data destruction, onboarding and offboarding activities.
• Additional tasks may be required as directed by the ITSM Supervisor, Technical Operations Lead, or IT Service Management Leadership team.

• Minimum 2-3 years of IT experience, working in a similar capacity.
• VIP customer satisfaction focus. Great customer service and people skills. Excellent and effective communication skills, including speaking, writing and active listening. Must have a positive, professional attitude.
• A self-starter with high levels of drive, energy, resilience, a can-do attitude, and willingness to take the initiative. Must have a proven track record of ability to work remotely and with a team. Also, must have proven technical expertise and ability to pick things up quickly and assimilate information.
• This position requires keen attention to detail. Excellent problem-solving and critical thinking skills. Efficient troubleshooting abilities. Ability to solve complex problems by gathering facts and applying detailed trouble-shooting techniques.
• Good organization, time management and prioritization. Ability to multitask and prioritize workload along with project assignments.
• General knowledge of technology, hardware, and software in a professional services environment (e.g., extensive knowledge of Windows operating systems, desktop and network security issues and software functionality and deployment, including Microsoft Office (2013/2016) and Microsoft Office 365.
• General working knowledge of basic networking (TCP/IP, DNS, Routing, Sub-netting), and anti-virus, backup, and remote access technologies.
• IT Service Management ticketing experience (ServiceNow, BMC Remedy, Ivanti, Jira, etc.)
• The position will be virtual but IT personnel are required to support clients in all BRG locations globally, including personnel and independent contractors working remotely.
• Core Support hours for all BRG offices are from 8:00am-7:00pm EST time. This shift will be between those hours.
• On-call and overtime will be required with this position.
• IT personnel may be required to travel for short periods of time. Trips will sometimes extend to 3-5 working days and could on rare occasions extend beyond 5 business days. All travel expenses will be reimbursed.
• This description indicates the general level and nature of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

• ITILv3 or ITIL 4 Foundation certification
• CompTIA A+ certification

Salary: $60,000-$90,000

Candidate must be able to submit verification of their legal right to work in the U.S., without company sponsorship.