IT Support Specialist

As an IT Support Specialist at ICF, your main responsibilities will include managing incoming support calls, troubleshooting software and hardware issues, and assisting with audio/visual systems. You will also collaborate with internal IT teams to ensure technical problems are resolved efficiently and participate in special projects when required. Your role will be critical in maintaining seamless operations for our global user base.

To apply for the IT Support Specialist role at ICF, candidates should have a minimum of two years of experience in first or second-line IT support. Proficiency in Microsoft technologies, particularly Microsoft 365 Services, and a strong foundation in troubleshooting Microsoft Windows and hardware-related issues are preferred. Excellent communication skills and a customer-focused mindset are also essential.

The work environment for an IT Support Specialist at ICF is dynamic and collaborative. The company promotes a culture of mutual respect and open communication, allowing employees to thrive in a supportive atmosphere. You'll work alongside talented individuals dedicated to solving real-world challenges, all while enjoying the flexibility offered by our hybrid working policy.

ICF offers a comprehensive benefits package for IT Support Specialists that includes single private medical insurance, dental coverage, a competitive pension scheme with employer contributions, and generous annual leave. Employees can also benefit from wellbeing support, enhanced parental policies, and recognition programs designed to celebrate their contributions.

ICF is committed to creating an inclusive workplace culture that values diversity. For IT Support Specialists, this means working in an environment where different ideas and identities are embraced. The company encourages collaboration and ensures that all employees have the opportunity to thrive, contributing to a richer and more creative problem-solving process crucial in IT support.

When troubleshooting, start by gathering detailed information about the issue from the user. Then, replicate the problem if possible, and isolate whether it's a hardware or software issue. Utilize available resources and documentation to diagnose, and implement solutions in a step-by-step manner. Always communicate your findings to the user throughout the process, ensuring they feel supported.

Prioritizing support tickets involves assessing the urgency and impact of each issue. High-impact problems affecting multiple users should be addressed first. Additionally, you should familiarize yourself with any SLAs or guidelines that may classify how tickets are handled. Keeping users informed of their ticket status can also help manage expectations.

When discussing a difficult issue, focus on the specific steps you took to identify and resolve the problem, how you collaborated with team members, and the outcome. Be sure to emphasize your analytical skills and customer service approach in ensuring user satisfaction throughout the resolution process.

Commonly used tools include ticketing systems like Jira or ServiceNow for tracking issues, remote desktop software for troubleshooting, and inventory management systems for hardware deployment. Familiarity with these tools will help increase your efficiency as an IT Support Specialist.

Staying current with technology trends involves continuous learning through online courses, webinars, and industry publications. Engage with professional communities and forums to exchange knowledge with peers. Attending local tech meetups can also provide insights into new tools and techniques relevant to IT support.

Communicating with non-technical users requires patience and clarity. Use simple language and avoid jargon. Ask guiding questions to understand their experience and offer step-by-step instructions. Always reassure them that it’s okay to ask questions if they don’t understand something.

To handle stress effectively, practice time management and maintain a structured approach to your workload. Taking short breaks, prioritizing tasks, and using stress-relief techniques can help. Remember, seeking support from team members is also crucial to manage overwhelming situations.

Detail your specific experience related to Microsoft 365 services, such as configuring user accounts, managing licenses, and troubleshooting issues within applications like Outlook, Teams, and OneDrive. Share examples of specific challenges you've faced and how you resolved them to provide context.

Teamwork is crucial in IT support, as it fosters collaboration in problem-solving and sharing knowledge. Being part of a team encourages open communication, where you can leverage the strengths of your colleagues. Highlight your experiences where teamwork led to improved solutions or efficiencies in previous jobs.

Express your passion for helping others and your desire to contribute to ICF’s mission. Talk about the company’s values in diversity and innovation and how they resonate with your personal and professional ethics. Highlight your eagerness to grow within a supportive and collaborative environment.