IT Support Specialist

at Rocket Software in Springfield, Illinois, United States

Job Description

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

Job Description Summary:

As an IT Support Specialist in the IT End User Experience (EUX) Team with Rocket Software, you are part of a global, fast-paced IT organisation whose primary mission is to provide world-class service to Rocketeers. You will receive, record, diagnose, update and resolve Rocketeers IT issues in compliance with Service Level Targets to ensure we enable Rocketeers to meet their business objectives.

Essential Duties and Responsibilities :

+ Provide IT support for Rocketeers through thoughtful diagnosis of issues that lead to the deployment of appropriate fixes and workarounds to restore normal service operation.

+ Understand and apply IT Service Management principles and methodologies, ensuring work is completed to the appropriate standards and in compliance with prevailing service level targets.

+ Act as the Voice of the Customer within the IT Team for Rocketeer escalations and issues.

+ Comply and assist in enforcing Rocket’s IT and Information Security Policies.

+ Contribute to projects and initiatives that add value to the Rocketeer experience and participate in the continuous service improvement process.

+ Proactively identify, create and maintain knowledge articles for Rocketeers and the IT team.

+ Work as a partner within the EUX and broader IT teams to provide training and support when needed.

+ Assist in managing IT Assets, including but not limited to the provisioning of hardware and software, the correct disposal of aged assets and the maintenance of Rocket’s IT Asset Register.

+ Where this role is assigned to a Rocket office, provide on-site support to the office including, but not limited to, coordination of IT activities, hardware and software support, hardware logistics and audiovisual (AV) support.

Required Qualifications:

+ Two (2) to Five (5) years of IT Support or Service Desk experience, preferably in a medium to large enterprise organisation, demonstrating a pattern of increasing knowledge and responsibility. Ideally, you will have worked in organisations that place customers at the centre of their business.

+ Strong customer service and interpersonal and communication skills. Excellent written and verbal communication skills with a strong focus on supporting customers, unphased by working under pressure,

+ Strong troubleshooting and problem-solving skills with the ability to innovate and think out of the box while paying attention to detail.

+ A solid understanding of the following technologies:

+ Hardware (Laptops)

+ Operating Systems (Windows 10 and Windows 11. macOS and Linux an advantage)

+ End-Point Management and Security (Active Directory, SCCM and Crowdstrike)

+ Collaboration Tools (Cisco Webex, Slack)

+ Networking (Cisco, Virtual Private Networks)

+ Microsoft 365 (Office, OneDrive, SharePoint)

+ Remote Support Tools (LogMeIn Rescue)

+ Experienced in using Service Management tools, preferably JIRA Service Management.

+ Capable of working independently, with limited direction from the EUX Leadership Team, and as part of a multi-national team.

+ Experience working within the IT Service Management framework (ITIL), including the ability to recognise and action high-priority Incidents and Service Requests.

+ Exceptionally self-motivated and directed, able to set and manage priorities judiciously.

Preferred Qualifications:

+ Certification in any of the following Microsoft Products, Networks or Unified Communications.

+ ITIL Foundation.

Education:

+ Degree preferred.

The base salary range for this role is $94,235.86 – $117,794.93 /year. Exact compensation may vary based on skills, experience, and location.

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What Rocket Software can offer you in USA:

Extensive paid time off programs (paid holidays, sick, and unlimited vacation time)

Healthcare coverage options to fit you (and your family’s) needs

Retirement savings, with matching contributions by Rocket Software

Life and disability coverage

Leadership and skills training opportunities

Two paid work days for off-site training

EOE M/F/Vet/Disability. Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

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If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!

Thousands of companies around the world depend on Rocket to solve their most challenging business problems by helping them run their critical infrastructure, business processes, and data, as well as extending the value of these assets to take advantage of cloud and mobile computing, advanced analytics, and other future innovations. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands interact with every day. At Rocket, software has always been about people-not just ones and zeroes. We’re people solving problems for other people, and we strive to treat our customers, partners, and fellow Rocketeers with humanity. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts with 31 offices around the world.