Technical Support Specialist II

As a member of the company’s Corporate Operations Information Technology team, the Technical Support Specialist will be responsible for Tier 1 and 2 help desk support out of the corporate headquarters and will provide both local and remote support for computers, printers, and phone systems.

Duties:

• Team and customer service orientation focus while working well as part of a group.
• Work as a member of IT team to provide day-to-day support, request fulfillment, incident response, documentation, and follow-up.
• Respond to inquiries and requests for assistance with the entire organization's computer systems, phone systems and applications
• Assist internal customers who are experiencing operational, hardware, application or network connectivity problems with their computer and phone systems
• Answer, evaluate, and prioritize incoming phone, ticket, and email requests for technical assistance, escalating more complex problems to next level of technical staff.
• Log and track support using ticketing, maintain history record, documentation, and follow-up.
• Use excellent verbal and written communication skills to explain complex ideas and systems to non-technical users
• Coordinates with other IT areas to resolve problems if necessary and provides assistance when required
• Setup new computer and phone equipment for users and provide new hire training
• Create and maintain system documentation and end user training materials
• Implement new computer hardware and software technologies
• Enhance documentation and automate business processes and technologies to improve end-user support and manage or reduce costs
• Assist systems and network teams as needed

Requirements

Knowledge, Skills & Abilities:

• Must be able to work during normal business hours
• Ability to work in a high achievement environment with a strong work ethic
• Grace under pressure and a sense of urgency that puts the customer first.
• A professional individual with communication and customer service skills, suitable for a corporate headquarters environment with senior executives.
• Strong team orientation, the ability to follow predefined support processes, and the initiative and skill to take tasks to completion successfully
• Strong with the Microsoft Office Suite with emphasis in Excel and Visio
• Good troubleshooting skills and willingness to take on all computer related problems in order to meet all company objectives
• Ability to provide training, knowledge transfer, and self-help for end users while also assisting them fix problems
• Experience with help desk ticketing systems and web based applications
• Ability to multitask and adapt to changing needs and requirements of the job
• Understanding of networking topologies, security, Ethernet, TCP/IP, DNS, VPN technologies and remote and wireless communication
• Experience with Windows operating systems (Windows 10) and Office 365 Admin Center
• Some experience with full disk encryption technologies
• Understanding of Microsoft Windows server
• Knowledge of imaging technologies, image creation, image management and deployment to desktop and laptop computing systems (Desktop Central, SCCM)
• Installation and configuration of all Windows desktop and server operating systems
• Understanding of Active Directory and Group Policy and the ability to manage user accounts and utilize tools (ManageEngine, ADManager, DesktopCentral, etc.)
• Experience with Zoom phone & meeting and Cisco Webex IM & meeting
• Experience with Lenovo & HP desktops and laptops, HP and Xerox printers, Cisco VOIP, iPhone, iOS, Android and similar hardware technologies.

Education and Experience:

• IT experience of 3+ years with 2+ years desktop support preferred
• Certification in MCP, ITIL, A+ or Security+ a plus
• College degree or trade school a plus or equivalent work/life experience

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 pounds.

Compensation:

Compensation for thi