IT Support Specialist I

As an IT Support Specialist I at EKN Engineering, your responsibilities include addressing technical queries from employees, managing hardware and software problems, and providing on-site and remote support. You’ll also document issues using SyncroMSP, maintain IT documentation, support a high volume of tickets, and ensure devices are updated and secure. Your role involves collaborating with various teams to provide effective technical support.

To qualify for the IT Support Specialist I position at EKN Engineering, candidates should have at least 1 year of experience in a service desk technical role. Proficiency in troubleshooting workstation hardware, software, and networking is required, along with excellent customer service skills. Experience with tools like Microsoft 365 and knowledge of IT best practices are also beneficial for this position.

At EKN Engineering, customer service for the IT Support Specialist I is about providing timely solutions and support to employees' technical issues. This involves effective communication, understanding user needs, and following up to ensure satisfaction with support provided. Maintaining a high level of professionalism while addressing inquiries is essential for success in this role.

As an IT Support Specialist I at EKN Engineering, you will utilize various tools including SyncroMSP for tracking and managing support tickets, Microsoft Teams and Zoom for collaboration, and management systems for IT documentation. You will also work with software such as Microsoft 365, Intune, and other business applications to provide comprehensive support.

Yes, the IT Support Specialist I at EKN Engineering is required to have flexible scheduling. You may need to work nights and participate in a 24x7 on-call rotation, especially during critical duties or outages. Being adaptable to changing schedules ensures that the IT needs of our employees are met effectively at all times.

When answering this question, focus on specific tools you’ve used, such as SyncroMSP, and explain how you prioritize and manage incoming tickets. Share examples of complex issues you resolved and your approach to ensuring user satisfaction, demonstrating your ability to meet performance metrics.

Explain your problem-solving strategy, including steps like gathering information, researching the issue, and consulting documentation or colleagues. Highlight your ability to work with Windows and Apple devices, and how your past experiences have prepared you for similar challenges.

Discuss methods such as active listening, empathetic communication, and providing timely updates during issue resolution. Give specific examples of how you have gone above and beyond to assist users and your commitment to high customer satisfaction.

Before the interview, research the specific technologies EKN Engineering utilizes, such as Microsoft 365 or Atlassian tools. Mention your familiarity with them as well as your eagerness to learn and deepen your knowledge in new areas to effectively support the team.

Describe your proactive approach in identifying trends in recurring issues and the importance of documentation. Explain how you work to solve these problems and consult with appropriate teams for broader solutions while keeping users informed throughout the process.

Share your approach to assessing urgency and impact when prioritizing tickets, and how you communicate with various stakeholders to manage expectations. Providing examples of successful prioritization in your past roles will showcase your organizational skills.

Elaborate on your experience working with different departments and how you facilitate communication to understand their technical needs. Highlight how collaboration fosters effective solutions and results for the organization.

Discuss the resources you use, such as online courses, webinars, forums, and industry publications. Mention any specific training or certifications you’re pursuing, demonstrating your commitment to professional development in IT.

Prepare a story about a significant technical issue you faced, your assessment process, the solution you implemented, and how it benefited the organization. This will showcase your problem-solving skills under pressure.

List relevant technical certifications, such as CompTIA A+ or ITIL Foundation, and explain how each one has equipped you with specific skills that would benefit you as an IT Support Specialist I, particularly in system administration and customer service.