Overview Responsible for performing, coordinating and delegating support of the company’s software and hardware systems. Supervises the staff and daily operations of the IT Service Desk team. Provide guidance related to ITSM standards and exceptional customer service to staff. Responsibilities • Provide considerate and courteous support to customers at all times • Assist with evaluating new systems for implementation • Manage application security, creating new application user accounts and assigning appropriate security roles • Assist users with software support questions over the phone, via email, or in person • Identify, research, and resolve complex technical problems • Document incidents in company ticket tracking system • Resolve incidents in a timely manner adhering to published service level agreements • Track and monitor incidents of IT Service Desk team to ensure resolution in a timely manner • Create and manage escalation procedures and ensure service levels are maintained • Identify and document knowledge articles for internal team use and customer self-service • Manage the IT asset inventory process including the tracking and procurement of IT equipment • Assist in planning and monitoring financial aspects of the IT department, including purchasing, budgeting and budget review • Install software on desktop systems • Works to understand any pain points within the business area to facilitate problem solving and issue escalation. Including communication of status and resolution • Assist with the development of and participate in the training and education of end users by facilitating classroom training and through other media • Assist in office building maintenance and security issues • Maintain regulatory compliance with Sarbanes-Oxley control systems • Establish and maintain relationships with consultants, technical personnel, and vendors used for services and products • Create and maintain a positive working relationship with MasTec corporate IT personnel • Maintain awareness of emerging technologies that may impact the organization • Coordinate resources to align with project needs while maintaining support coverage and exceptional service • Manage and participate in on-call and after-hours support schedule • All other duties as assigned Qualifications • Bachelor's degree and four years related experience and/or training or equivalent combination of education and experience • Microsoft Office experience required • Knowledge of ITSM best practices and ITIL framework required