IT Specialist
Overview:
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.
Responsibilities:
The IT Specialist is responsible for responding to inquiries and requests for assistance with the organization's computer systems and/or peripherals. TECHNOLOGY SPECIALIST ISUMMARYResponds to inquiries and requests for assistance with the organization's computersystems and/or peripherals. Identifies, analyzes, troubleshoots and resolves problemswith the aim of eliminating recurrences and reducing calls to the service desk.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. Providessupport and a central point of contact for standard software and hardware defined in thecurrent Information Technology Services (ITS) Products and Services. DUTIES AND RESPONSIBILITIES:1. Incident analysis and resolutiona. 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 Requestsa. Completes requests for Password Resets, User Provisioning, Software requestsand implementation, printer mapping and supportb. Logs all service desk email requests into Incident Management System(ServiceNow)3. Incident prevention and continuous process improvement (when time permits)a. Investigates causes, tests solutions, and puts solutions in place to reduce calls tothe service desk.b. Fixes causes, not just solutions. Works to eliminate recurring issues and reasonsto call.c. Promotes effective use of technology.d. Watches for trends that indicate potential incidents and then escalates the issuesor concerns before they happen.4. Customer Servicea. 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, andsometimes negative and emotional behavior.c. Promotes a professional service desk image and sells the value of the servicedesk.d. Understanding service desk priorities and objectives and taking an active role inaccomplishing these objectives.5. Participates in other I&O teamsa. Reviews ITS Morning Meeting results and upcoming changes with the goal ofknowing what is going into production and what could cause problems. Tries toidentify possible problem areas or communication needs.b. Passes feedback from customers on to the End User.6. Communicationa. 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 anythingthat affects the computing environment.c. Keeps customers informed of progress on problems that cannot be resolved onfirst call.7. Traininga. 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 educationand experience or have completed a Microsoft Certified Professional (MCP), CompTIAA+, CompTIA Network+ or any Desktop Computer/IT Support Certification.Experience/Skills:They must have 3 years’ work experience in an IT support function or a customerservice oriented, call center environment as well as In-Person support. Candidate mustdemonstrate knowledge and abilities in the following:1. Focus – The ability to remain focused on what is important to the business despitedistractions. Commitment to team/department/company; understanding the servicedesk’s role in the company.2. Problem Solving – The ability to identify and resolve problems quickly andeffectively. Understands entire process from logging to informing customer solutionis in place; knows when to escalate; implements solutions not fixes.3. Proactive Thinking – The ability to take initiative to make improvements. Anticipatecustomer needs; looks for ways to make things better for the customer, to eliminaterecurring problems, calls, is constantly learning.4. Communication – Speaks clearly and persuasively in positive or negativesituations. 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 spellingand grammar.5. Customer Skills – The ability to interact with customers in a polite and professionalmanner. Regards customer as most important part of job; respectful of customersand manages difficult or emotional customer situations. Responds promptly tocustomer 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. Isreceptive to new ideas, builds strong working relationships and values diversity.Encourages and gives credit to others for their contributions and puts the attainmentof team goals ahead of individual objectives. Ability to assist service desk agentsand makes self-available to Management and others.8. Flexibility - Performs a wide range of tasks, responding to changes in direction andpriorities. Accepts new challenges, responsibilities and assignments. Works outsideof ordinary routine. Views problems or business situations from both own as well asanother’s perspective. Adjusts to multiple demands and satisfying priorities. Utilizesnew and unique methods to resolve issues. Possesses versatility demonstratedthrough performance and/or some experience in multiple skill sets.9. Team/Company Fit – Absolutely always on time; enjoys working in a very casualenvironment in terms of relationships and communication; willing to work over time;doesn’t need any hand holding.10. Technical– The ability to learn technical product information quickly and accurately.Working knowledge of:a. Office **b. Microsoft Exchange/Intunec. Windows 10/11 **d. Remote Access (VPN/SecurID)e. Smart phonesf. Password Administration **g. Hardware Diagnosticsi. Data Network Fundamentals **j. Intranetk. ServiceNow** RequiredPhysical demands:While performing the duties of this job, the employee is occasionally required to sit; usehands 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, distancevision, peripheral vision, depth perception, and the ability to adjust focus. Reasonableaccommodations may be made to enable individuals with disabilities to perform theessential functions. Technicians will be required to provide hands-on technicalsupport. This includes providing desktop support install, move and configure computerand peripheral equipment. Technician is required to be able to lift fifty-pounds abovetheir waist.Work environment:While performing the duties of this job, the employee will have a cubical exposed tonormal noise level in the work environment.Work Hours:A forty (40) hour work week is scheduled. Standard work schedule is 8 hours/day, fivedays a week, Monday – Friday, On-Call Support is after hours every 10 weeks for 1week. Work week excludes Federal holidays observed by MasTec. Each work dayhas a 1- hour lunch. Overtime may be needed when requested and approved bymanagement.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-monthtraining period analyst must be able to resolve 90% of calls handled. Analyst mustmaintain good customer service by not receiving more than 1 complaint per month. This is a Remote position for someone living in EST Time Zone
Qualifications:
About You:You have a track record of completing work with a high level of qualityYou have a knack for figuring out hard problems and enjoy a hands-on approach to your workAre proficient in Microsoft Office suitesHave excellent oral and written communication skillsHave excellent time management, organizational planning, and problem-solving skillsYou follow instructions, respond to management direction, and keep commitmentsStrong leadership and project management skillsAble to manage, establish, and communicate clear goals and objectivesHard work pays off. See what you’ll get for your effort: Financial Security Compensation of $24- $25 per hour, depending on the experience.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 accountsEmployee Assistance Program (EAP) Work/Life Balance Paid time off Paid holidays Family and medical leave Paid sick timeWe 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. #MasTecJobs #MasTecCareers #BeSuccessfulWithUs #IAmMasTec #WeAreMasTec #MasTecFamily #MasTecCommunicationsGroup #MasTecCommunicationsCareers
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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.
Responsibilities:
The IT Specialist is responsible for responding to inquiries and requests for assistance with the organization's computer systems and/or peripherals. TECHNOLOGY SPECIALIST ISUMMARYResponds to inquiries and requests for assistance with the organization's computersystems and/or peripherals. Identifies, analyzes, troubleshoots and resolves problemswith the aim of eliminating recurrences and reducing calls to the service desk.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. Providessupport and a central point of contact for standard software and hardware defined in thecurrent Information Technology Services (ITS) Products and Services. DUTIES AND RESPONSIBILITIES:1. Incident analysis and resolutiona. 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 Requestsa. Completes requests for Password Resets, User Provisioning, Software requestsand implementation, printer mapping and supportb. Logs all service desk email requests into Incident Management System(ServiceNow)3. Incident prevention and continuous process improvement (when time permits)a. Investigates causes, tests solutions, and puts solutions in place to reduce calls tothe service desk.b. Fixes causes, not just solutions. Works to eliminate recurring issues and reasonsto call.c. Promotes effective use of technology.d. Watches for trends that indicate potential incidents and then escalates the issuesor concerns before they happen.4. Customer Servicea. 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, andsometimes negative and emotional behavior.c. Promotes a professional service desk image and sells the value of the servicedesk.d. Understanding service desk priorities and objectives and taking an active role inaccomplishing these objectives.5. Participates in other I&O teamsa. Reviews ITS Morning Meeting results and upcoming changes with the goal ofknowing what is going into production and what could cause problems. Tries toidentify possible problem areas or communication needs.b. Passes feedback from customers on to the End User.6. Communicationa. 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 anythingthat affects the computing environment.c. Keeps customers informed of progress on problems that cannot be resolved onfirst call.7. Traininga. 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 educationand experience or have completed a Microsoft Certified Professional (MCP), CompTIAA+, CompTIA Network+ or any Desktop Computer/IT Support Certification.Experience/Skills:They must have 3 years’ work experience in an IT support function or a customerservice oriented, call center environment as well as In-Person support. Candidate mustdemonstrate knowledge and abilities in the following:1. Focus – The ability to remain focused on what is important to the business despitedistractions. Commitment to team/department/company; understanding the servicedesk’s role in the company.2. Problem Solving – The ability to identify and resolve problems quickly andeffectively. Understands entire process from logging to informing customer solutionis in place; knows when to escalate; implements solutions not fixes.3. Proactive Thinking – The ability to take initiative to make improvements. Anticipatecustomer needs; looks for ways to make things better for the customer, to eliminaterecurring problems, calls, is constantly learning.4. Communication – Speaks clearly and persuasively in positive or negativesituations. 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 spellingand grammar.5. Customer Skills – The ability to interact with customers in a polite and professionalmanner. Regards customer as most important part of job; respectful of customersand manages difficult or emotional customer situations. Responds promptly tocustomer 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. Isreceptive to new ideas, builds strong working relationships and values diversity.Encourages and gives credit to others for their contributions and puts the attainmentof team goals ahead of individual objectives. Ability to assist service desk agentsand makes self-available to Management and others.8. Flexibility - Performs a wide range of tasks, responding to changes in direction andpriorities. Accepts new challenges, responsibilities and assignments. Works outsideof ordinary routine. Views problems or business situations from both own as well asanother’s perspective. Adjusts to multiple demands and satisfying priorities. Utilizesnew and unique methods to resolve issues. Possesses versatility demonstratedthrough performance and/or some experience in multiple skill sets.9. Team/Company Fit – Absolutely always on time; enjoys working in a very casualenvironment in terms of relationships and communication; willing to work over time;doesn’t need any hand holding.10. Technical– The ability to learn technical product information quickly and accurately.Working knowledge of:a. Office **b. Microsoft Exchange/Intunec. Windows 10/11 **d. Remote Access (VPN/SecurID)e. Smart phonesf. Password Administration **g. Hardware Diagnosticsi. Data Network Fundamentals **j. Intranetk. ServiceNow** RequiredPhysical demands:While performing the duties of this job, the employee is occasionally required to sit; usehands 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, distancevision, peripheral vision, depth perception, and the ability to adjust focus. Reasonableaccommodations may be made to enable individuals with disabilities to perform theessential functions. Technicians will be required to provide hands-on technicalsupport. This includes providing desktop support install, move and configure computerand peripheral equipment. Technician is required to be able to lift fifty-pounds abovetheir waist.Work environment:While performing the duties of this job, the employee will have a cubical exposed tonormal noise level in the work environment.Work Hours:A forty (40) hour work week is scheduled. Standard work schedule is 8 hours/day, fivedays a week, Monday – Friday, On-Call Support is after hours every 10 weeks for 1week. Work week excludes Federal holidays observed by MasTec. Each work dayhas a 1- hour lunch. Overtime may be needed when requested and approved bymanagement.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-monthtraining period analyst must be able to resolve 90% of calls handled. Analyst mustmaintain good customer service by not receiving more than 1 complaint per month. This is a Remote position for someone living in EST Time Zone
Qualifications:
About You:You have a track record of completing work with a high level of qualityYou have a knack for figuring out hard problems and enjoy a hands-on approach to your workAre proficient in Microsoft Office suitesHave excellent oral and written communication skillsHave excellent time management, organizational planning, and problem-solving skillsYou follow instructions, respond to management direction, and keep commitmentsStrong leadership and project management skillsAble to manage, establish, and communicate clear goals and objectivesHard work pays off. See what you’ll get for your effort: Financial Security Compensation of $24- $25 per hour, depending on the experience.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 accountsEmployee Assistance Program (EAP) Work/Life Balance Paid time off Paid holidays Family and medical leave Paid sick timeWe 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. #MasTecJobs #MasTecCareers #BeSuccessfulWithUs #IAmMasTec #WeAreMasTec #MasTecFamily #MasTecCommunicationsGroup #MasTecCommunicationsCareers
Apply Now