IT Service Desk Support Specialist II

The IT Service Desk Support Specialist II is responsible for building, maintaining and troubleshooting corporate computing devices and services at all levels of the organization in addition to working on various projects and IT operations tasks. This may include but is not limited to desktops, laptops, and mobile devices for both local and remote users. The person must feel comfortable in a fast-paced, team-based environment and have strong critical thinking, problem solving, organizational, written, and verbal communication skills. Ability to automate processes and resolve complex computer problems are crucial parts of this job.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Prioritize incidents and requests from calls and in ticketing system. Identify problems, research solutions, and resolve issues meeting SLA expectations.
• Support end-users in person or remotely.
• Support remote and traveling users.
• Coordinate and work with multiple teams/departments, and vendors for problem resolution.
• Create automation for repeating tasks.
• Perform monitor, troubleshooting backup and restore of computer systems.
• Monitor system alerts and ensure maximum security of computer systems and network. Escalate situations requiring urgent attention.
• Document re-occurring problems, investigate and identify the root cause to find solutions.
• Effectively communicate and document new processes.
• Stay current with IT security, technology changes and updates.
• Order computers and equipment. Maintain inventory of all assets.
• Prepares computers with all necessary hardware and software component and creates user accounts as needed.
• Configure and assist end-users with mobile devices.
• Support the operation and setup of the workstations, printers, servers and network.
• Support the operation of computer peripherals such as scanners, faxes, switches, wireless routers and mobile devices.
• Build and maintain excellent professional work relationships.
• Promote positive team image.
• Regular and reliable attendance.
• Must have reliable transportation.
• Provide on-call rotation, emergency or scheduled after-hours support.
• Must have the flexibility to work on weekends and holidays on short notice.
• Other duties may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Positive and energetic attitude.

• Problem-solver.
• Proactive.
• Team-player.
• Excellent oral and written communication skills.
• Ability to work independently with minimal or no supervision.
• Ability to multi-task, prioritize and quickly resolve issues.
• Continuous learning. Desire to acquire a deeper technical understanding.
• Excellent customer service orientated.
• Organized and detailed oriented.
• Works well in a multi-culture and fast-paced task driven environment.
• Maintain the highest standards of ethics.
• 3+ years minimum experience.

EDUCATION and/or EXPERIENCE

Associate’s degree (A. A.) or equivalent from two-year college or technical school; or three years related experience and/or training; or equivalent combination of education and experience.

* A minimum of three years or more of experience in enterprise-class IT.

• MCDST (Microsoft Certified Desktop Support Technician)
• CompTIA A+
• ITIL certification is a plus.
• Cloud services.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos.

Ability to write simple correspondence. Ability to effectively present information in one- on-one and small group situations to customers, clients, and other employees of the organization.

* Multilingual is a plus.

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Trividia Health uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify