Position Summary:
The IT Support Specialist II will provide advanced technical support and assistance to end-users and clients, resolving complex hardware and software issues. The specialist will also play a key role in the installation, configuration, and maintenance of computer systems and associated equipment, managing end-user as well as in the development and implementation of IT policies and procedures.
Essential Duties & Responsibilities:
- Provide advanced technical support to end-users via phone, email, chat, remote management or in person.
- Diagnose and resolve complex technical hardware and software issues.
- Install, configure, deploy, upgrade, or repair computer hardware devices.
- Document and track advanced support requests and resolutions using a ticketing system.
- Support Microsoft Office 365 suite of apps, including provide end-user training, and troubleshooting issues.
- Perform New Hire, onboarding and termination processes.
- Create, support and maintain computer images for deployment.
- Maintain hardware inventory and software inventory databases.
- Deploy software and application packages to hardware devices.
- Install and deploy Microsoft security patches and third-party patches to hardware devices.
- Perform other duties and/or special projects as assigned.
- Document processes involving PC configuration and standard operating procedures.
- Assist in the development and implementation of IT policies and procedures.
- Train end-users and lower-level IT support specialists on the use of advanced hardware and software applications.
- Participate in regular team meetings.
Qualifications/Competencies:
- 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 allow individuals with disabilities to perform the essential functions.
Education and Experience:
- High School diploma required, Associate’s degree or higher strongly preferred. Work experience will be considered in lieu of degree.
- 3-5 years of computer systems hardware experience strongly desired.
Technical Skills:
- Strong knowledge of advanced computer hardware and software.
- Experience with Microsoft Deployment Toolkit (MDT) or similar deployment tools.
- Experience with Kaseya or Endpoint Central (RMM) tools or similar tools.
- Experience with IBM Maas360 MDM or other MDM tools.
- Strong knowledge of Microsoft 365 Administration (Exchange Online, Teams, SharePoint, OneDrive, office applications)
- Experience with Active Directory (user accounts, groups, permissions)
- Experience with Zendesk Ticket Systems (or similar ITSM/ticketing platform)
- Preferred experience with PowerShell scripting for automation
- Strong analytical and trouble-shooting skills involving PC hardware, operating systems, and other software.
Soft Skills:
- Excellent communication and customer service skills required.
- Ability to work independently and as part of a team.
- Strong organizational, verbal, written and inter-group collaborative skills a must.
- Excellent verbal, written and analytical communication skills.
- Ability to prioritize issues and respond accordingly.
- Self-motivated with the ability to take initiative and provide results.
- Ability to work flexible hours as needed.
- May be required to lift and/or move up to 10 pounds. Occasionally may need to lift and/or move up to 25+ pounds.