IT Specialist II

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 youll 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; $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
desks 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 teams 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
anothers 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;