Information Technology Support Specialist II

Information Technology Support Specialist II

Purpose

The IT Support Specialist II plays a pivotal role in maintaining a seamless technology environment within the organization. Responsible for providing technical assistance and support to internal users, this role ensures efficient operations by resolving IT issues, implementing solutions, and offering guidance on technical matters. The primary objective is to deliver exceptional support, enhance productivity, and foster a reliable technological infrastructure.

Education and Experience

• High school diploma
• Previous experience in an IT-related field

 

Position Responsibilities

• Provide frontline technical assistance and support to resolve hardware, software, and network issues promptly.
• Troubleshoot and resolve technical problems, guiding users through step-by-step solutions either in-person, by phone, or email.
• Provide Tier 2 support for IT-related issues.
• Maintain accurate information for all support tickets, including issue descriptions, resolutions, and time entries.
• Create comprehensive documentation and knowledge base articles for future reference.
• Assist in overseeing system security policies, assessments, and cybersecurity program.
• Assist in planning and executing system upgrades and maintenance activities to enhance system performance and reliability.
• Assist in installing, configuring, and troubleshooting workstations and all IT infrastructure.
• Confer with staff, users, and management to establish requirements for new systems or modifications.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Prepare evaluations of software or hardware and recommend improvements or upgrades.
• Performs other duties as assigned

 

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Proficiency in operating systems, software, hardware, and network troubleshooting.
• Familiar with ERP system and functionality.
• Excellent organizational skills and attention to detail.