IT Specialist II - MasTec Inc

MasTec Communications Group is a leading national infrastructure construction company operating throughout the United States.

MasTec Communications Group performs both wireline and wireless communication services on a national scale. We are experts in cell tower construction, RF engineering, broadband fiber optic cable installation, OSP engineering, wireline construction, and emergency maintenance services.

At MasTec you’ll be joining a family, where we are dedicated to supporting each other and building an atmosphere of teamwork. As part of our team, your opportunities are limitless.

TECHNOLOGY SPECIALIST II

SUMMARY
Responds to inquiries and requests for assistance with the organization's computer
systems and/or peripherals. Identifies, analyzes, troubleshoots and resolves problems
with the aim of eliminating recurrences and reducing calls to the service desk.
Provides Desktop support and is main contact for any technology issue affecting user
in office.
Coordinates with other Information Technology teams to resolve problems if necessary.
***Support hours for the service desk are between 8:00 AM and 9:00 PM. Provides
support and a central point of contact for standard software and hardware defined in the
current Information Technology Services (ITS) Products andServices

HYBRID ROLE; 3 days in office; 2 days Remote: $27 hour-

DUTIES AND RESPONSIBILITIES:
1. Incident analysis and resolution
a. Logs all service desk calls or email requests into Incident Management System
(ServiceNow), assign, update, and resolve incident as needed.
b. Analyzes and resolves incidents with a goal of 90% First Call Resolution.
c. Supports at a minimum Microsoft Office, Windows OS, and Remote Access.

2. Direct Service Desk Requests
a. Completes requests for Password Resets, User Provisioning, Software requests
and implementation, printer mapping and support
b. Logs all service desk email requests into Incident Management System
(ServiceNow)
c. Supports users in office with any technology related issues.

3. Incident prevention and continuous process improvement (when time permits)
a. Investigates causes, tests solutions, and puts solutions in place to reduce calls to
the service desk.
b. Fixes causes, not just solutions. Works to eliminate recurring issues and reasons
to call.
c. Promotes effective use of technology.
d. Watches for trends that indicate potential incidents and then escalates the issues
or concerns before they happen.

4. Customer Service
a. Must learn to think of the customer as the most important part of the job.
b. Involves dealing with and/or responding positively to complaints, problems, and
sometimes negative and emotional behavior.
c. Promotes a professional service desk image and sells the value of the service
desk.
d. Understanding service desk priorities and objectives and taking an active role in
accomplishing these objectives.

5. Participates in other I&O teams
a. Reviews ITS Morning Meeting results and upcoming changes with the goal of
knowing what is going into production and what could cause problems. Tries to
identify possible problem areas or communication needs.
b. Passes feedback from customers on to the End User.

6. Communication
a. Keeps peers and End User/Alt End User informed of trends, significant problems,
unexpected delays and anything new in the environment.
b. Keeps customers informed of global problems, scheduled downtime or anything
that affects the computing environment.
c. Keeps customers informed of progress on problems that cannot be resolved on
first call.

7. Training
a. Keeps current on all the technology used in the environment supported.
b. Takes training that continues to develop interpersonal skills.

REQUIRED QUALIFICATIONS

Education:
Degree in Information Systems or related field, or equivalent combination of education
and experience or have completed a Microsoft Certified Professional (MCP), CompTIA
A+, CompTIA Network+ or any Desktop Computer/IT Support Certification.

Experience/Skills:
Must have 3-5 years work experience in an IT support function or a customer
service oriented, call center environment. Must have a minimum of 3 years, in-person
Deskside IT support experience.

Candidate must demonstrate knowledge and abilities in the following:
1. Focus – The ability to remain focused on what is important to the business despite
distractions. Commitment to team/department/company; understanding the service
desk’s role in the company.

2. Problem Solving – The ability to identify and resolve problems quickly and
effectively. Understands entire process from logging to informing customer solution
is in place; knows when to escalate; implements solutions not fixes.

3. Proactive Thinking – The ability to take initiative to make improvements.Anticipate
customer needs; looks for ways to make things better for the customer, to eliminate
recurring problems, calls, is constantly learning.

4. Communication – Speaks clearly and persuasively in positive or negative
situations. Listens and gets clarification of requests. Responds well to questions.
Ability to interact and communicate clearly in English with people over the telephone,
often in stressful situations. Writes clearly and informatively. Edits work for spelling
and grammar.

5. Customer Skills – The ability to interact with customers in a polite and professional
manner. Regards customer as most important part of job; respectful of customers
and manages difficult or emotional customer situations. Responds promptly to
customer needs and requests for service and assistance.

6. Professionalism – Uses time efficiently. Approaches others in a tactful manner.
Treats others with respect and consideration regardless of their status or position.
Accepts responsibility for own actions.

7. Teamwork - Contributes skills and capabilities to achieve the team’s goals. Is
receptive to new ideas, builds strong working relationships and values diversity.
Encourages and gives credit to others for their contributions and puts the attainment
of team goals ahead of individual objectives. Ability to assist service desk agents
and makes self-available to Management and others.

8. Flexibility - Performs a wide range of tasks, responding to changes in direction and
priorities. Accepts new challenges, responsibilities and assignments. Works outside
of ordinary routine. Views problems or business situations from both own as well as
another’s perspective. Adjusts to multiple demands and satisfying priorities. Utilizes
new and unique methods to resolve issues. Possesses versatility demonstrated
through performance and/or some experience in multiple skill sets.

9. Team/Company Fit – Absolutely always on time; enjoys working in a very casual
environment in terms of relationships and communication; willing to work overtime;
doesn’t need any hand holding.

10. Technical– The ability to learn technical product information quickly and accurately.

Working knowledge of:
a. Office **
b. Windows 7/10 **
c. Remote Access (VPN/SecurID)
d. Smart phones
f. Password Administration **
g. Hardware Diagnostics
i. Data Network Fundamentals **
j. Intranet
k. ServiceNow

** Required
Physical demands:
While performing the duties of this job, the employee is occasionally required to sit; use
hands to finger, handle, feel objects, and type on keyboard; reach with hands and arms;
talk and hear. Specific vision abilities required by the job include close vision, distance
vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable
accommodations may be made to enable individuals with disabilities to perform the
essential functions. Technicians will be required to provide hands-on technical
support. This includes providing desktop support install, move and configure computer
and peripheral equipment. Technician is required to be able to lift fifty-pounds above
their waist.

Work environment:
While performing the duties of this job, the employee will have a cubical exposed to
normal noise level in the work environment.

Work Hours:
A forty (40) hour work week is scheduled. Standard work schedule is 8 hours/day, five
days a week, Monday – Friday, On-Call Support is after hours every 10 weeks for 1
week. Work week excludes Federal holidays observed by MasTec. Each work day
has a 1- hour lunch. Overtime may be needed when requested and approved by
management.

Area Security Access:
A background investigation is required.
Performance Requirements:
Analyst must achieve at least 95% Start Time by being logged on the phones and in
“Ready” mode within 5 minutes of their start time or return from breaks. After one-month
training period analyst must be able to resolve 90% of calls handled. Analyst must
maintain good customer service by not receiving more than 1 complaint per month

Hard work pays off. See what you’ll get for your effort:

Financial Security

• 401(k) with company match
• Employee Stock Purchase Plan (ESPP)
• Life insurance
• Short-term and Long-term disability

Health and Wellness

• Medical, dental and vision insurance
• Dependent care and medical flexible spending accounts
• Employee Assistance Program (EAP)

Work/Life Balance

• Paid time off
• Paid holidays
• Family and medical leave
• Bereavement leave

We meet your commitment with competitive pay and benefits. If this sounds like you, let’s talk. Build your career with MasTec!

MasTec, Inc. is an equal employment opportunity employer. The Company's policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, disability, genetic information, military status, or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories. It is also MasTec's policy to comply with all applicable state, federal and local laws respecting consideration of unemployment status in making hiring decisions.

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