IT Support Specialist - First Advantage : Job Details

At First Advantage, people are at the heart of everything we do. This mindset spans from our customers and partners, to our greatest strength: our team members. Join us if you want to say hello to a rewarding career, and pave the way as an industry leader in mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

Who We Are

We are on the frontline of the Great Onboarding, empowering organizations to Hire Smarter. Onboard Faster. First Advantage (Nasdaq: FA) is an HR Tech company that delivers innovative solutions and insights to enable our clients to manage risk and hire the best talent. Leveraging an advanced global technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 33,000 clients across the world. Headquartered in Atlanta, GA and with a globally distributed workforce spanning 28 locations with 5,500+ employees, First Advantage performs over 93 million screens in over 200 countries and territories annually.

Who You Are

We are looking for a team member who considers themselves:

• Self-motivated you love to lead others but are also ready to roll up your sleeves. You can spearhead a project and see it through from start to completion.

• A team player you navigate cross-functional teams and work well with team members across groups toward a common goal. While you are an independent contributor, you appreciate the value in collaboration.

• An innovator you see gaps in current processes or workflows as an opportunity to improve and try something new.

• A lifelong learner you seek opportunities to learn and upskill, you understand the importance of thorough and secure screenings, and are interested in the Human Capital sector and the confluence of people, process, and technology.

What You'll Do

Our IT Support Specialist will act as a single point of contact while providing the highest level of customer service, the Service Desk works to get answers for all IT and non-IT queries. To resolve many requests, they follow troubleshooting steps or reference Knowledge Base (KB) articles. Otherwise, gathering all the information required and route the request on the users behalf to the right support person or team within First Advantage to complete the customers request. Additionally, the Technical Support team will help monitor the users support request until completion. More specifically, the team member in this position will:

• Provide end user support in person, via phone or electronically.

• Diagnose and resolve issues using available knowledgebase and other resources.

• Ensure ticket logging and proper documentation for all issues. Conduct daily follow ups on pending tickets to facilitate closure with adherence to SLAs.

• Set up and configure desktops, printers, fingerprint scanners, and other peripherals.

• Handle escalations and ensure they are quickly resolved. Escalate issues to appropriate teams when required.

• Develop relationships with points of contact across the organization. May support basic training efforts for junior engineers and help in development of team.

• administration to include but not limited to account and group creation/management.

• Ensure proper documentation of ticket and ticket logging for all issues reported.

• Coordinate issue resolution with third parties as needed. Monitor uptime of servers. Become familiar with support policies and procedures.

• Develop daily reports to track team performance and update managers. Become familiar with other internal departments, their systems and applications.

What You May Need to be Successful

• Associates Degree or equivalent experience preferred (technical or analytical field a plus)

• 1+ years specializing in remote desktop support, systems administration, or IT Operations in a Windows environment

• Familiarity with ITIL processes (TIL V3 certification is an added advantage)

• Systems Architecture and integration experience preferred (specifying hardware, network configuration, etc.)

• Microsoft Office 2013 and above

• Outlook 2013 and above

• Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc)

• Previous work experience in a corporate environment

• Experience supporting Outlook in a Microsoft Exchange environment

• Experience supporting a variety of WiFi-enabled devices

• Experience supporting remote users

• Basic knowledge of thin client systems, network printers, citrix, terminal servers

Other Knowledge, Skills, Abilities or Certifications:

• Excellent communication skills and experience working in a global setup

• Ability to clearly communicate technical concepts to non-technical people

• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures

• Ability to multi-task in a fast-paced environment

Why First Advantage is Your Next Big Career Move

First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.

Additional benefits offered to our eligible people include:

• Hybrid work model: most roles are remote with occasional business travel

• Competitive leave and time off policies

• Access to internal career opportunities and Global Talent mobility programs

• Custom soft skills programs on topics like mentoring, managing, and more

• Continuous learning and development opportunities via e-learning platforms

• Training and Certification reimbursement programs

• Medical Insurance options for employees, with parental insurance benefits available, plus ongoing Employee Wellness programs

• Recurring Reward and Recognition programs to celebrate top performers

• Other attractive allowances for weekend working, holiday pay, relocation assistance, Maternity bonus, Creche allowance, and more

More About Our Values Code

• Honor Honesty, Consistency, Responsibility: Do the right thing

• Cultivate an environment of dignity: Show respect for the individual

• Take an Outside-In approach: Put the client first

• Think out-of-the-box: Innovate and create

• Stay Team-Oriented: Collaborate and appreciate each other

What Are You Waiting For? Apply Today!

You have learned a little about us today we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

Powered by JazzHR