Technical Support Specialist Level II

The main goal of a Level 2 Technical Support Specialist is to provide quick and useful technical assistance on computer systems. This role will respond to technical questions and provide solutions.

Duties and Responsibilities

• Responsible for all client hardware and software including computers, printers, scanners, faxes, Window 10, MS Office Suite, Cisco VPN client, Remote Desktop, mobile devices, all system tools related to client administration.
• Identifies, researches and resolves technical hardware and software issues to meet or exceed end user's satisfaction.
• Advise users on appropriate application and technical actions.
• Monitor and respond immediately to requests for technical support via ticket system, calls or emails.
• Use ticket tracking system to document requests and issues to ensure a timely resolution.
• Route issues and requests to appropriate IT administrators.
• Identify and escalate situations that require urgent attention.
• Stay current with system information, changes and updates.
• Configuration of standard Office 365 and Exchange clients
• Able to train and inform end users.
• Configure file, print and remote access services
• Set up new workstations for users (deploying equipment, checking over account setups).
• Respond in timely manner to requests and issues
• Configuration of standard Office 365 and Exchange clients
• Supply after-hours support

Knowledge, Skills and Abilities

• Window 10, MS Office 365 suite, .
• Knowledge of basic computer hardware and software systems
• Knowledge with desktop and server operations systems
• Experience with Active Directory
• Ability to conduct/troubleshoot research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Be skilled to handle multiple, concurrent tasks
• Highly self-motivated and directed.
• Strong attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to manage work effects independently * Ability to perform responsibilities as assigned * Effective problem-solving skills
• Strong written and verbal communication skills
• Strong Documentation skills * Positive Attitude * Team-oriented
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Education and Qualifications

• IT Associates Degree or equivalent an advantage
• Minimum 4 - 5 years’ experience as an IT Help Desk technician.
• General understanding of Active Directory, Group Policy, and basic network concepts a plus.