Technical Support Specialist II - Contract

As a member of the company’s Corporate Operations Information Technology team, the Technical Support Specialist II provides a broad range of support for associated teams and end users. A primary role for the Technical Support Specialist is to provide Tier 1 and 2 IT support out of the corporate headquarters for end users. This includes local and remote support for computer, printer, phone systems, and basic support for enterprise IT end user needs. Concurrently, the technical support team aides projects driven by compliance, information security, systems administration, and network support as required.

Duties:

• Team and customer service orientation focus while working well as part of a group.
• Work in a fast-paced and dynamic environment as a member of IT team to provide day to day support, request fulfillment, incident response, documentation, and follow-up.
• User creation, modification, termination to include updating Active Directory, distribution lists, user groups, etc.
• 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
• Teach and assist other members of team as needed on tools, processes, etc.
• Assist compliance, information security, systems, and network teams on tasks, changes, projects or other duties as assigned by Manager – Technical Support

Requirements

Knowledge, Skills & Abilities:

• Must be able to work during normal business hours
• Ability to thrive in a hybrid work environment
• Ability to work in a fast paced, dynamic, and 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.
• Ability to work independently with minimal supervision
• Ability to periodically re-prioritize tasks as new requests come in or existing tasks get updated
• Experience with the Microsoft products (e.g. Windows 10, Office Suite / O365, etc. ).
• 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 ticketing systems and web-based tools
• Some understanding of networking topologies, security, Ethernet, TCP/IP, DNS, VPN technologies and remote and wireless communication
• Some experience with full disk encryption technologies
• Some understanding of Microsoft Windows server
• Knowledge of software management tools (Desktop Central, inTune, 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, MS Teams, Cisco Webex IM & meeting, or similar
• Experience with desktops, laptops, printers, and similar hardware technologies

Education and Experience:

• 3+ years of IT experience
• 2+ years desktop support
• Some Systems or Network experience a plus
• Certification in MCP, ITIL, A+ or Security+ a plus
• College degree or trade school a plus

Physical Demands:

The physical dem