Senior IT Support Specialist

`

IT Support Specialist II

Job Profile

Position Information

Reports to

Manager, IT Support

Region

North America

Function

Service Desk

Location(s)

West Lincoln

Department

GTS

FLSA Classification

Non-exempt

Grade Levels

T2

Position Code

Position Purpose

The IT Support Specialist II serves as a senior source of technical assistance and support to the user community for hardware, software, access, permissions, and other technical resources. Responds to complex tickets for break/fix incidents as well as service requests. Requires knowledge and skills to either assist the user to fix the problem, or escalate the problem to the appropriate IT resource, following department procedures. Accuracy/quality and concise documentation of work is a large requirement of this position; good attitude and customer service skills; good work ethic; good attendance record and punctuality.

Essential Responsibilities / Accountabilities

Review senior level incoming and assigned IT support tickets, determining priority before working ticket or escalating to the proper IT resource.

Monitors, creates, updates, maintains, and resolves complex IT support tickets.

Properly documents all ticket updates and resolutions and follow up with all parties involved to ensure the problem was corrected to their satisfaction.

Create new documentation (knowledge base) or update existing knowledge base items

Monitors computer software and hardware operating status; ensure that computers, printers, and other peripherals are in operating order.

Performs hardware and software maintenance, when necessary.

Reports equipment problems or failures and provides necessary documentation.

Sets up, configures, and installs new equipment which may include Desktops, Laptops, Printers, Mobile Devices, Network Equipment, etc.

Assist users with general application problems/questions and escalate to the appropriate resource when necessary.

Installs and configures desktop applications.

Communicates thoroughly and timely all pertinent information to give management as much time as possible to react to situations.

Uses proper customer service etiquette when interacting with customers, vendors and others.

Maintains a positive, proactive attitude committed towards continuous improvement of company culture and productivity.

Maintains a clean and organized work area.

Ability to work independently on tickets and other assigned tasks, seeking assistance from peers or leadership when necessary

Adhere to all company safety policies and procedures. 

Attend meetings, seminars, and training sessions as required.  

Perform assigned duties according to the policies and expectations prescribed by the company.

To perform this position successfully, each essential responsibility/accountability must be fulfilled satisfactorily.  Reasonable accommodations may be made to enable an individual with disabilities to perform the respon