IT Dept - Service Support Specialist II

The Service Support Specialist II is a mid-level professional responsible for advanced incident resolution, actively participating in problem management, and leading continuous improvement efforts within the Service Desk operation., * Service Desk: Lead incident coordination for major or widespread service disruptions. Act as the primary liaison between end-users and specialized IT teams (Networking, Server, Platform).

• Incident Resolution: Own and resolve Tier 3 incidents that require specialized knowledge in areas such as virtualization client issues (e.g., Citrix), cloud platform access, or deep operating system analysis.
• Computer Break/Fix: Serve as the SME for hardware lifecycle management, defining and validating standard PC/laptop images, managing vendor relations for repairs, and ensuring asset disposal compliance.
• Monitoring & First Line of Support: Manage and tune proactive monitoring alerts for major IT solutions. Lead the initial triage and communication during high-severity incidents, ensuring timely stakeholder updates.
• Continuous Improvement: Lead Problem Management efforts for recurring issues, performing root cause analysis (RCA), recommending permanent fixes, and driving implementation of corrective actions across technical teams.

Do you have experience in Vendor relationship building?, * Knowledge: Expertise in multiple areas of IT (e.g., basic networking, server infrastructure, cloud productivity platforms). Strong understanding of IT Service Management (ITSM) processes.

• Skills: Exceptional incident management and communication skills. Proficient in scripting (e.g., PowerShell) for automating desktop support tasks and diagnostics.
• Training/Certifications: CompTIA A+ confirmed training or certification, or Microsoft Certified: Modern Desktop Administrator Associate or equivalent is highly desired.