Job Summary:
As an IT Support Specialist II, you will take on a more advanced role in providing technical support and solutions to end-users within our organization. Your primary responsibility is to address and resolve complex IT issues that go beyond the scope of Level 1 support. This includes diagnosing and troubleshooting hardware, software, and network problems, as well as managing escalated support requests from Level 1 technicians. You will utilize your expertise to find creative and effective solutions, document processes, and maintain detailed records of support activities. Additionally, you will play a key role in assisting with IT projects and collaborating with other IT teams to enhance our organization&39;s technology infrastructure. Your commitment to delivering exceptional customer service and technical expertise will be essential in ensuring the smooth operation of our IT systems and the satisfaction of our end-users. This role offers opportunities for career growth and advancement within our IT department.
Job Description:
• Technical Support: Provide advanced technical support and troubleshooting assistance to end-users, including resolving hardware and software issues, network problems, and connectivity challenges.
• Problem Solving: Diagnose and resolve complex technical problems, often involving multiple systems or software applications.
• Escalation Point: Act as the escalation point for Help Desk 1 technicians, assisting them with more challenging issues and providing guidance or training as needed.
• Documentation: Maintain accurate records of all support requests, resolutions, and configurations. This documentation is essential for tracking trends, identifying recurring issues, and ensuring compliance with organizational standards.
• Hardware and Software Management: Assist in managing and maintaining hardware and software assets, including inventory, software licenses, and hardware configurations.
• User Training: Conduct training sessions or workshops for end-users to enhance their technical skills and reduce the frequency of support requests.
• System Administration: Perform system administration tasks such as creating and managing user accounts, resetting passwords, and configuring access permissions.
• IT Projects: Collaborate on or lead IT projects, such as system upgrades, software deployments, and network improvements.
• Security: Ensure that all IT operations comply with security policies and procedures and assist in managing security incidents.
• Customer Service: Provide exceptional customer service by effectively communicating with end-users, managing expectations, and ensuring timely issue resolution.
• Travel requirement up to 25
Qualifications:
• Education: A bachelor&39;s degree in computer science, information technology, or a related field is preferred.
o Or 3-5 years of experience in IT support or a related role, including experience as a Help Desk 1 or equivalent, is required.
• Technical Proficiency: In-depth knowledge of operating systems, software applications, hardware components, and networking concepts.
• Problem-Solving Skills: Strong analytical and problem-solving abilities to diagnose and resolve complex technical issues.
• Communication Skills: Excellent verbal and written communication skills to effectively convey technical information to non-technical end-users.
• Team Collaboration: Ability to work collaboratively with other IT professionals and departments to achieve common goals.
• Customer Focus: A customer-centric approach to providing support and ensuring end-user satisfaction.
• Adaptability: The capacity to adapt to evolving technologies and changing priorities in the IT landscape.
• Attention to Detail: Meticulous attention to detail when documenting issues, resolutions, and configurations.
• ITIL Knowledge: Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management may be beneficial.
• Troubleshooting Tools: Proficiency in using IT diagnostic and troubleshooting tools.
Additional Requirements:
US Citizenship or Permanent Residency is required due to government military contracts.