IT Support II

IT Support II will be working directly with customers over phone/email and in person to identify support issues and with the development team to resolve those issues., * Monitors helpdesk email, phone, and ticketing system for incoming requests for assistance from customers and work with customers to identify relevant problem details.

• Provides investigation, diagnosis, resolution, and recovery for Level 1 and 2 support request problems.
• Perform duties with autonomy.
• Can be first point of contact and day-to-day technical support to end users.
• Takes ownership of user problems, follows up the status of problems on behalf of the user, and communicates progress in a timely manner.
• Enter data into the tracking system.
• Interact with customers in a courteous and professional manner.
• Provides user access service.
• Escalates problems when necessary.
• Provides significant input during project planning and requirements phase.
• Assists management with monitoring expenses.
• Consults with users, to determine hardware, software, or system functionality issues.
• Manages the deployment of new or upgraded images, software, and hardware for multiple clients.
• Plans and schedules the installation and deployment projects.
• Make decisions on configuration options.
• Assists in the planning, building, upgrading, and maintenance of client technologies.
• May perform configuration changes, updates, and upgrades.
• Provides on-going support of client technology.
• Provides technical support for meetings that include video conferencing.
• Monitors and communicate system status.
• Diagnose and resolve client workstation and mobile device hardware and software issues.
• Diagnoses and resolves customer application issues.
• Initiates and completes outcome investigations into problems.
• Creates and implements temporary solutions until permanent solutions can be executed.
• Assist systems, programming, and vendor professionals, as needed to resolve problems.
• Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
• Monitor service-level objectives to ensure that requirements are met or exceeded.
• Explain service procedures to clients.
• Follows up in a timely manner to ensure customer satisfaction.
• Identifies recurring and potential problems and notifies team members.
• Recommends procedures and controls for service improvements.
• Conducts testing based on and related to user or system design specifications.
• Provides training to less experienced technical support staff and end users on usage of software and equipment.
• Creates, modifies, and reviews documentation of issues resolutions.
• Alerts team members about recurring problems.
• Communicate updates on issues in a timely manner to ensure customer satisfaction and productivity.
• Assists in root cause analysis and problem management with development and implementation teams.
• Mentors less experienced staff in a specific area of expertise.

• High School diploma or GED
• At least three years of experience in Help Desk environments

Other Skills/Abilities:

• Good problem-solving skills
• Excellent communication skills, both written and verbal
• Critical thinking
• Ability to work well under pressure.
• Good interpersonal skills

Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance
• Life insurance, * Dental insurance
• Health insurance
• Life insurance
• Vision insurance