IT Support Specialist II

Job Summary:

The Information Technology Support Specialist performs analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations; diagnoses and resolves problems in response to customer reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization; prepares progress reports for all work performed; evaluates products for compatibility, expandability, and ease of use and support; recommends to management the support or nonsupport of evaluated products.

Job Expectations:

●        Provide second level customer service and technical support to all end-users for hardware and software systems.

●        Address incoming incidents and requests from end-users via a ticket management system, chat, and e-mail in a courteous and professional manner.

●        Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting from other IT support staff; escalate as necessary.

●        Assist with developing and enforcing hardware and software standards.

●        Install, configure, and test installed hardware and software on new or existing devices, in accordance with standard procedures.

●        Image, test, install and set up application programs on user endpoints (Microsoft, Apple, and Google).

●        Set up new equipment and devices; set up and maintain workstations; provide appropriate access to applications, systems, and data.

●        Maintain accurate hardware and software inventory and perform audits as needed.

●        Participate in the maintenance, implementation, troubleshooting, and end-user support for applications, mobile devices, and servers.

●        Troubleshoot common network and application problems and coordinate resolution.

●        Onboard and offboard personnel including equipment shipments.

●        Provide guidance and explain policies and procedures to IT support staff and end-users.

●        Assist users in obtaining access to systems.

●        Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution.

●        Train customers on new devices and technologies.

●        Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation.

●        Review, update, and maintain documentation to ensure internal processes and procedures, workflows, and training manuals are current.

●        Maintain confidentiality to the information being processed, stored, or accessed by the end-users.

●        Review and evaluate new hardware and software products; recommend the implementation of new products.

●        Assist and interact with hardware and software vendors.

●        Participate in team meetings and on-call support as needed.

●        Implement security policies and compliance controls of the organization.

●        Install, configure, test, troubleshoot, and remediate operating system vulnerabilities.

●        May monitor infrastructure issues and resolve or escalate to higher levels of support.

●        May mentor, train, and direct the work of other staff personnel.

●        The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

Job Requirements:

·         Intermediate of computer and/or network systems, applications, procedures and techniques.

·         Skill in organizing resources and establishing priorities.

·         Excellent verbal and written communication skills.

·         Ability to learn and support new systems and applications.

·         Experience with standard helpdesk ticketing tools.

·         Ability to establish and maintain cooperative working relationships.

·         Intermediate technical knowledge of Windows and Mac Operating Systems.

·         Working knowledge of endpoint device and vulnerability management tools and platforms such as Microsoft Intune, JAMF, Automox, VDI, Qualys, etc.

Experience Requirements:

·         Proven work experience as a desktop or helpdesk support technician or engineer.

·         Intermediate knowledge of patch management and software distribution.

·         At least 3-5 years of experience supporting macOS and iOS operating systems in an enterprise environment.

·         At least 3-5 years of experience supporting Windows operating systems in an enterprise environment.

·         Execute plans and implement technical infrastructure projects to refresh supported systems.

·         Experience in Scripting -Bash, and PowerShell.

Education Requirements:

Associate's degree, Bachelor of Science degree preferred, or Associate's degree and work experience.

Judgment/Reasoning Ability:  Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise, and diplomacy.  Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.

Physical Demands: The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is frequently required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms.  Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday. The Team Member may occasionally lift or move office products and supplies up to 25 pounds. Proper lifting techniques required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: The noise in the work environment is usually moderate for those working onsite. Other factors are:

●        Hectic, fast-paced with multi-level distractions.

●        Professional, yet casual work environment.

●        Office / Warehouse environment.

●        Ability to work extended hours as required.

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