IT Technical Specialist
2 weeks ago
Job Summary:
The IT Support Specialist at Clearwater Analytics plays a pivotal role in ensuring seamless technical operations within the organization. This position is responsible for providing top-notch support services to employees, tackling a wide range of technical challenges and issues related to desktop, laptop, or network services. With a focus on prompt resolution and customer satisfaction, the IT Support Specialist is the go-to expert for resolving moderate to complex problems and tickets.
Key Responsibilities:
- Deliver third-tier IT support to employees, resolving a broad spectrum of technical issues and tickets as part of the Help Desk Team.
- Respond to escalated employee issues and incidents in a proactive and timely manner, demonstrating a commitment to customer satisfaction.
- Contribute to IT operations by delivering systems and features that significantly enhance the employee experience.
- Identify, diagnose, and resolve software, hardware, and network issues with precision and efficiency.
- Collaborate with cross-functional teams to ensure the smooth operation of technical systems and services.
- Develop and maintain technical documentation, ensuring that knowledge is shared effectively across the organization.
- Participate in the development and implementation of standard operating procedures and customer service guidelines.
- Assist new hires with IT setup, tools, and best practices, ensuring a seamless onboarding experience.
- Support the business with integration and provisioning, adhering to best practices and industry standards.
- Contribute to the identification, definition, and documentation of best practices for system installation, configuration, troubleshooting, and monitoring.
- Engage with internal stakeholders to gather input and feedback on systems and feature design.
- Identify areas for improvement in automation and tooling functionality, driving significant enhancements to systems and processes.
- Execute on key deliverables for the business, often requiring off-hour support or tasks.
- Maintain a safe and organized work environment, adhering to company standards.
- Support the growth and development of junior team members, fostering a culture of knowledge sharing and skill development.
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