IT Support Specialist

As an IT Support Specialist at Tempus, you will provide critical frontline support to resolve various hardware, software, and user account issues. Your duties will include responding to IT requests via the ServiceNow ticketing system, diagnosing problems with operating systems like Windows 10/11 and macOS, and configuring new devices. This position is crucial to ensuring that both our team and clients have secure and efficient technology at their fingertips.

To qualify for the IT Support Specialist position at Tempus, candidates should have an Associate’s degree in IT, Computer Science, or a related field, or equivalent hands-on experience. Additionally, having 1-2 years of experience in an IT troubleshooting role is essential. A basic understanding of operating systems and familiarity with ticketing systems will significantly benefit your application.

At Tempus, we prioritize continuous learning for our IT Support Specialists. You will have access to training sessions and mentorship programs to stay updated on emerging IT trends and best practices. This supportive environment encourages personal and professional growth, allowing you to enhance your skills and advance your career.

The expected salary range for the IT Support Specialist role at Tempus is between $50,000 to $70,000 USD, depending on qualifications and experience. In addition to a competitive salary, Tempus offers a comprehensive benefits package, which may include incentive compensation, restricted stock units, medical benefits, and more, reflecting our commitment to the well-being of our employees.

To prepare for your interview for the IT Support Specialist position at Tempus, familiarize yourself with common IT support issues and solutions, review the specifics of Windows 10/11 and macOS, and be ready to discuss your previous experience in an IT troubleshooting role. Highlight your problem-solving skills and customer service orientation, as these are crucial traits for success at Tempus.

In response to this question, you can mention checking the physical connections, ensuring that Wi-Fi is enabled, rebooting the device, running the network troubleshooter, and checking settings to see if airplane mode is disabled. This demonstrates your structured approach to troubleshooting and knowledge of common connectivity issues.

It's important to share any hands-on experience you've had with ServiceNow or other ticketing systems. Explain how you've used these platforms to log and manage IT requests, prioritize tasks, and ensure effective communication with end users. Highlight any process improvements you've contributed to in the past.

When prioritizing multiple IT support requests, outline your strategy of assessing the urgency and impact of each issue. For example, issues affecting multiple users or critical systems take precedence over minor issues affecting one user. Clear communication with the users involved will help manage expectations and ensure smooth operations.

Discuss your approach to documenting solutions in clear, concise language that is easy to understand. Explain the importance of including step-by-step instructions, categorizing issues for easy retrieval, and ensuring that documentation is updated whenever processes change. This shows your commitment to improving the IT support workflow.

Express your flexibility in working both independently and collaboratively. Share examples of previous experiences in each scenario. Emphasize that while you enjoy supporting a team, you are also self-motivated and capable of managing tasks on your own, which is essential for an IT Support Specialist.

Employ the STAR (Situation, Task, Action, and Result) method to articulate how you effectively communicated complex technical terms in a more accessible way. Highlight your patience and ability to tailor your language to the user’s level of understanding, ensuring that they felt comfortable asking further questions.

Here, you can discuss your passion for problem-solving, your desire to provide excellent customer service, and your enthusiasm for technology. Explain how you find satisfaction in helping others resolve their issues, which directly impacts their productivity and enjoyment of technology.

Mention that you regularly read industry blogs, participate in webinars, and take advantage of certification programs. Being active in online forums or communities can also reflect your dedication to ongoing education and sharing knowledge with peers in the field.

In such situations, it’s wise to describe how you would seek help from colleagues or escalate the issue through established channels. Emphasize the importance of teamwork and collaboration in IT, ensuring that users receive timely resolutions to their problems.

Share specific experiences where you've handled user onboarding and offboarding, password resets, and account provisioning. Discuss the importance of maintaining secure access and treating sensitive information responsibly, aligning with the security goals of Tempus.