Title: IT Support Specialist - EUC Location: Via dell'Agricoltura 103, ***** San Felice S.P. (MO), Italy – Onsite
Duration: 12 Months - Extendable
Key Responsibilities:
- Provide local IT support for workstations, including installation and maintenance of desktop operating systems.
- Assist with IT onboarding for new resources, including preparation and allocation of laptops/desktops.
- Manage users' Active Directory accounts, including creation and deactivation.
- Coordinate with external vendors for any IT issues requiring extended support.
- Monitor system performance and collaborate with the local IT head to address potential issues.
- Deliver remote and onsite technical support to users through phone, Microsoft Teams, or in-person assistance.
- Handle Incident Management and Service Request Management activities.
- Maintain professional and clear communication, ensuring technical issues are explained in simple terms to non-technical users.
- Perform triage and troubleshooting based on provided guidelines and documentation.
- Utilize and update Knowledge Base (KB) articles as required.
- Escalate incidents and service requests following the defined escalation process.
- Keep users informed about progress and resolution timelines for open tickets.
- Guide users on application and IT infrastructure features using available KB resources.
- Contribute to continuous improvement initiatives within the IT support function.
- Collaborate with Security Operations teams for any security-related actions, executing mitigation and remediation activities as needed.