Technical Support Specialist II

Description

Overview:

The Technical Support Specialist II plays a crucial role in our IT department, delivering tier-two technical support to end users and shaping the infrastructure strategy. This position drives technology adoption by researching emerging tools, planning updates, and ensuring a seamless experience for all business areas. A customer-centric approach and a commitment to high-level service are essential.

Key Responsibilities:

• Maximize system performance by evaluating technical applications and recommending improvements.
• Test software compatibility with existing infrastructure and ensure smooth integration.
• Conduct security configurations and manage access permissions for groups or individuals.
• Assess and recommend technical purchasing options based on gathered data.
• Collaborate with vendors to evaluate software and ensure compatibility with existing systems.
• Perform network, software, and security performance tuning.
• Document updates to hardware, software, and processes.
• Stay current on industry advancements by attending workshops and reviewing publications.
• Oversee the setup and maintenance of RF equipment and manage assets across multiple locations.
• Provide installation, modification, and repair of hardware and software systems.
• Offer training for new software through various channels (in-person, manuals, videos).
• Collaborate with users to assess hardware/software needs and assist with orders.
• Serve as tier-two support, managing escalated tickets and ensuring timely resolution.

Requirements

Qualifications and Skills:

• Proven problem-solving and troubleshooting expertise.
• Strong infrastructure design, configuration management, and network monitoring skills.
• Expertise with Microsoft SharePoint administration, site creation, and permission management.
• Experience with Microsoft Azure, including user administration, resource management, and security controls.
• Ability to clearly communicate technical information to non-technical staff.
• Familiarity with software maintenance, testing, and process improvement strategies.
• Experience in vendor management and purchasing.
• In-depth knowledge of networking principles, operating systems, and security protocols.
• Strong customer service focus and ability to prioritize in a fast-paced environment.
• Collaborative mindset with a hands-on approach to solving technical challenges.

Education and Experience Requirements:

• Associate’s degree or higher in computer science, information systems, or a related field.
• Minimum 3 years of experience in IT infrastructure support, Level 2 technical support, or related role.
• Experience working with Microsoft SharePoint, Azure environments and Power Automate (preferred).

Work Hours:

• Regular business hours: 8:00 AM – 5:00 PM, with on-call rotation every 8 weeks.

Physical Requirements:

• Ability to lift and carry equipment up to 50 pounds.
• Must be able to walk moderate distances within and between buildings as required.
• Ability to stand, walk, and perform repetitive motions for extended periods when necessary.
• Occasionally required to kneel, crouch, and climb stairs as part of hardware installation or maintenance tasks.