Job Summary:
The IT Support Specialist II will be responsible for technical support for various clients on a day-to-day basis via the telephone, request system, email and in person.
This relates to technologies including workstations, printers, networking, and vendor specific hardware and software.
Primary Responsibilities:
- Answering of technical issues brought to the support desk via support request system, email, phone, and in person
- Documentation of support issues and solutions for future reference in our support request application
- Management of user permissions in accordance with company policies to ensure compliance with regulatory requirements
- Resolution of computer hardware and software issues
- Procurement and installation of hardware, software, and accessories in accordance with the approved standard
- Escalation of complex issues to senior IT staff and/or third-party vendors
- Detailed communication with customers as required: keeping them informed of incident progress, changes, or outages
- Other duties as assigned
Additional Duties and Responsibilities:
- Improve customer service, value, and satisfaction
- Fast turnaround of customer requests
- Ability to work in a team and communicate effectively
- Work with the Service Request Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
Qualifications:
- Applicant must have excellent documentation, communication, troubleshooting and decision-making skills
- Job requires a minimum of 5 years of experience as a desktop support or support desk analyst
- Advanced understanding of operating systems, business applications, printing systems, and network systems
- Interpersonal skills: such as communication skills, active listening, and customer-care
- Strong Diagnosis skills of technical issues
- Ability to multi-task and adapt to changes quickly
- Technical awareness: ability to match resources to technical issues appropriately
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Self-motivated with the ability to work in a fast-moving environment
- Reliable transportation
- Potential travel
Technologies:
- Microsoft Operating Systems
- Apple Mac OS
- Smartphones and tablets (IOS, Droid)
- Communication tools (Google Chat, Microsoft Teams, Slack, Zoom, etc.)
- Office applications (Microsoft Application Suites, Adobe, etc.)
- Security applications (Sophos, Mimecast, etc.)
- Networking gear (Meraki, Ubiquiti, Sophos, SonicWall, etc.)
Job Type: Full-time
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Health savings account
- Paid time off
Experience level:
Schedule:
Education:
Work Location: In person