IT Level II Support Specialist

• Handle problem recognition, research, isolation, resolution, and follow-up for complex user problems.
• Log and track client issues using a ticketing system and maintain historical records and related problem documentation.
• Accountable for OS image creation / management and deployment strategies:

o Hardware distribution

o Software distribution

o Device management

o Security remediation

o Computer patching

o Network monitoring

• Responsible for user account creation, transfers and deletions.
• Handle and manage special projects and requests as designated by the management team.
• Provide after-hours on-call assistance, when scheduled, for all priority incidents and problems.
• Assist in developing long-term strategies and capacity planning for meeting future desktop/laptop hardware and software needs.
• Help with provisioning and troubleshooting users, recordings, and phones in the company phone system.
• Increase the technical bench strength of the IT Computer User Support Specialist by providing documentation and ad-hoc classes on topics of interest.
• Serve as the liaison between Level I/II support and other IT administrators for projects and initiatives.
• Assist IT Team in developing and implementing security standards.
• Field client inquiries and provide application support, network administration, and desktop/laptop troubleshooting.
• Adhere to team performance goals while prioritizing, resolving, and escalating issues in accordance with company policy.
• Maintain compliance with all company policies and procedures.

Additional Responsibilities:

• Maintain regular and timely attendance.
• Perform other duties/special projects as required.
• Participate on behalf of the company in community and company-sponsored activities as requested.
• Attend safety meetings, complete safety & security trainings, and maintain a safe working environment.
• Actively maintain and enhance job-related knowledge and skills through ongoing professional learning and development., * Work is performed in a professional office environment with moderate noise levels.
• May involve limited exposure to varying indoor environmental conditions (e.g., temperature fluctuations, noise, or dust).
• Role requires extended use of computer systems, multiple monitors, and communication tools throughout the workday.
• Work environment includes frequent interruptions and time-sensitive tasks with competing priorities

• Associate’s degree in information technology, related field, or equivalent experience required.
• 2 years of experience in a related field is required.
• Must possess and maintain an acceptable driving record and a valid driver’s license.

Skills, Knowledge & Abilities

• Proficient in personal computers, telecommunications, and information technology
• Experienced with Windows Desktop, Windows Server, OS/400, OS X, VMWare, and Linux
• Skilled in command line, PowerShell, and batch file syntax
• Experienced in Computer and Software Management (Kace or similar)
• Strong networking knowledge and experience
• Effective in communicating technical information
• Knowledgeable in Active Directory and Exchange Server
• Proficient in networking and routing technologies and protocols (DNS, DHCP)
• Well-versed in computer hardware and software
• Experienced with mobile device enrollment to MDM solutions
• Professional and courteous communicator with co-workers and business contacts with strong interpersonal skills
• Skilled muti-tasker with excellent organizational and prioritization skills for handling multiple assignments
• Capable of reading and interpreting technical documents
• Detail-oriented and strategic thinker
• Proactive and results-driven

Physical Abilities:

• Constantly remain in a stationary position (sitting or standing) for extended periods while performing computer-based tasks.
• Constantly operate a computer, keyboard, mouse, and standard office and telecommunications equipment with repetitive motion and precision.
• Constantly communicate with customers, coworkers, and internal teams via face-to-face interaction, phone, email, video, and other electronic methods.
• Constantly view and interpret information on a computer screen for extended periods, including the ability to adjust focus and maintain close vision.
• Occasionally move about the workspace to access equipment, materials, and collaborate with others.
• Occasionally lift, carry, or move items up to 40 pounds.
• Occasionally position self to bend, stoop, or reach to perform job tasks.
• Ability to drive long distances.

• Competitive salaries
• 401k company contribution plus a tiered match
• Employer-paid premiums for Medical, Dental, and Vision coverage for employees
• Employer-paid Short-Term and Long-term Disability coverage
• Employer-paid AD&D (Accidental Death & Dismemberment) and Term-life
• On-site clinic available Monday-Friday
• Wellness Bonus Program - including gym reimbursement
• Tuition reimbursement
• Generous PTO & paid holidays

FOCUS Broadband is North Carolina’s largest communications cooperative. Formerly known as ATMC, our humble roots began in 1955 when residents banded together to bring telephone service to Brunswick County for the first time. Today, our team provides high-speed fiber optic internet, Wireless, Security, and more.

FOCUS Broadband is proud of our history and reputation for putting our customers first. FOCUS Broadband has built its reputation by providing outstanding customer service and technology. We are building a next-generation, 100% fiber-optic network in Brunswick County. We are expanding our reach to serve portions of Bladen, Chowan, Columbus, Duplin, Hoke, Pender, Perquimans, Robeson, and Scotland counties.

As employees at FOCUS Broadband, our team enjoys rewarding, challenging, and exciting careers. Though we number more than 350 employees, FOCUS Broadband maintains a small company feel by letting employees know they are appreciated, valued, and recognized. Our team enjoys competitive earnings and excellent benefits, including a 401k with a company match with an additional company contribution to the 401k, an on-site clinic, a lucrative wellness program, tuition reimbursement to help with career advancement, and much more. FOCUS Broadband is a “Local Company with Local Priorities.”

Are you ready to start an exciting career with FOCUS Broadband?