IT Support Specialist II
Help Desk

Job Info

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IT Support Specialist II 

Ensure the proper day-to-day operation of technology applications and equipment. Provide desk-side assistance in resolving technology support issues. Perform installations, repairs, upgrades, backups, and other maintenance tasks. May have expertise in commonly used business applications.

 

GENERAL DUTIES & RESPONSIBILITIES:

• Provides day-to-day technical support for network infrastructure and desktop systems software and hardware.
• Utilizes soft skills and troubleshooting skills to resolve client issues and questions.
• Asks probing questions to gather relevant information on routine and complex calls.
• Uses effective listening skills to develop an understanding of client questions or issues.
• Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment.
• Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
• Maintains passwords, data integrity and file system security for the desktop environment.
• Communicates highly technical information to both technical and nontechnical personnel.
• Recommends solutions, including new acquisitions and upgrades.
• May participate in development of information technology and infrastructure projects.
• Other related duties are assigned as needed.

EDUCATIONAL REQUIREMENTS:

• A high school diploma or GED is required for this role.

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

• Ability to verbalize or express complex technical concepts effectively in writing and overall excellent communication and customer interface skills
• Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network ( e.g., resetting password, bouncing PU, resetting remote devices)
• Knowledge of basic problem resolution and escalation practices
• Ability to provide appropriate level of support and guidance with One Call applications and procedures
• Effective use of listening skills to develop an understanding of client inquiries and problems
• Excellent team player
• Self-motivated to learn new technology and new ways to deliver support
• Shows enthusiasm when providing technical support
• Stays up-to-date with the latest technology
• Problem Solving and critical thinking skills

Intermediate role. Moderate skills with high level ofproficiency. Works under general supervision with ability to workindependently. Recognizes importance of customer satisfaction and works towardsachieving high levels of customer satisfaction daily. Demonstrates effectivecustomer service with solid soft skills and troubleshooting skills when dealingwith external clients and vendors. Can handle a high volume of calls whileconsistently maintaining excellent ticket quality. Resolves client issuesefficiently and effectively by having a solid understanding of differentsystems, applications and support procedures. When unable to resolve a clientissue, quickly identifies and escalates issue to appropriate business area.Clearly documents client issue to ensure problem is clearly understood byothers. Can resolve more complex and critical issues with minimal guidance anddirection. Will actively pursue root cause and resolution of more complexissues to enhance own knowledge levels. On occasion, will assist teamsupervisor and manager with developing and improving team documentation andprocedures. Exhibits a solid understanding of One Call environment and demonstratesa detailed understanding of specific applications and systems. Typicallyrequires 1 to 3 years professional work experience and/or post highschool education.

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