IS Support Specialist 1

Overview:

Hyland Software is widely known as a great company to work for and a great company to do business with. Being a leader in providing software solution for managing content, processes, and cases for organizations across the globe we enabled more than 20,000 organizations to digitalize their workplaces and transform their operations.

Currently we are looking IS Support Specialist 1

Job Description

• IS Support Specialist 1 is responsible for being the primary point of contact for all technical requests from the company's employees. The position is responsible for providing customer service and resolving or escalating a broad range of technical issues

What you will be doing:

• Respond to work order requests to computer equipment, mobile devices, printers, scanners, desk phones, and audio/video equipment under direct oversight by other team members.
• Minimum experience in Azure AD, O365, Zoom, Teams
• Troubleshoot, resolve, or escalate work orders for hardware and software errors through various communication channels such as phone, email, direct messaging and in-person.
• Document detailed information regarding work order requests and their resolution
• Coordinate with external vendor systems regarding warranty registration, purchases, returns and repairs.
• Assist with maintaining inventory levels of all hardware equipment, software, and software licenses.
• Assist with implementing, monitoring, configuring, troubleshooting, and maintaining the corporate infrastructure and line of business applications under direct guidance.
• Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland's Information Systems Security Policy.

What will make you successful:

• • Bachelor's degree with 5 years of experience in Technical Support Role.
• Must have Knowledge of various ITSM tools and ITIL Standards.
• Must be able to perform hardware break fix on laptops and MacBooks.
• Technical certification like Azure and ITIL Foundation V4.
• Demonstrated experience with process improvement.
• Must be open to provide 24x7 operational support if required in future.
• Demonstrated experience with solving complex issues.
• Required to complete vendor-specific certifications.
• Organizational, multi-tasking, and time management skills
• Must have Excellent Oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact.
• Critical thinking and problem-solving skills.
• Collaborative skills, applied successfully within team as well as with all levels of employees in other areas.
• Sound business and technology acumen
• Self-motivated with the ability to manage projects to completion independently.
• Knowledge of principles of systems administration including Dell Cisco and/or HP hardware.
• International customer service experience.
• Able to thrive in a fast paced, deadline driven environment.
• Attention to detail.
• Ability to handle sensitive information with discretion and tact.
• Ability to establish rapport and gain the trust of others; effective at gaining consensus.
• Up to 5% of travel time required.

Hyland's Offering

We're proud of our culture and take employee engagement seriously. By listening to employees' feedback, we're able to provide meaningful benefits and programs to our workforce.

• Learning & Development- development budget (used for certifications, conferences etc..), tuition assistance program, 4,000+ self-paced online courses, instructor-led webinars, mentorship programs, structured on-boarding experience full of trainings, dedicated Learning & Development department supporting our employees.
• R&D focus – cutting edge technologies, constant modernization efforts, dynamic and innovative environment, dedicated R&D Education Services department to help you grow.
• Work-life balance culture– flexible work environment and working hours (we are working in task-based system), possibility to work from home, we value trust, and we believe efficiency does not depend on your actual location, however we would like to spend time together in the office
• Well-being- private medical healthcare, life insurance, gym reimbursement.
• Community Engagement– Volunteer time off (12h/year).
• Diversity & Inclusion– employee resource groups, inclusion benefits and policies
• Niceties & Events– snacks and beverages, employee referral program, birthday, baby gifts.

If you would like to join the company where honesty, integrity and fairness lie in the bottom of values, where people are truly passionate about technology and dedicated to their work – connect with us

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, gender identity or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.