IT Customer Support II

Primary Purpose

Provides support to end users for computer, application, system, device, access and hardware issues. Identifies researches and resolves technical problems of moderate complexity. Responds to telephone, email and online requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. May coordinate with other teams or departments to resolve user problems.

Responsibilities

• Supports all production and development systems, troubleshoots and resolves desktop computers, applications, and related technology.
• Configures, deploys and tests of computer systems and peripherals within established standards and guidelines.
• Ensures desktop, laptop and tablet environments are properly updated with new software and hardware patches and ensures proper anti-malware protection is maintained.
• Primary resource for generating tickets from inbound calls, emails, walk-in customers, and chat sessions; escalates to appropriate resources when necessary.
• Performs system software upgrades, installs service packs and patches as needed.
• Delves into and achieves an understanding of a problem or request to offer the most appropriate possible solution.
• Configures, modifies and repairs computer hardware including monitors, keyboard and printers.
• Develops and follows all system change control procedures.
• Shares after-hours support with others in the group and the IT Operations group including escalations.
• Works under deadlines.
• Utilizes software and hardware tools to identify, diagnose and drive resolution of problems and factors affecting network integrity.
• Deals with a wide variety of people with tact, courtesy, and professionalism.
• Speaks clearly in person and by telephone, using a high level of verbal skills and listens carefully.
• Maintains a regular, dependable attendance and a consistently high level of performance.
• Works non-traditional hours as needed.
• Maintains a high regard for personal safety, for the safety of company assets and employees, and the general public.

Qualifications

• High School Diploma or GED.
• Minimum of two (2) years overall IT infrastructure experience.
• Customer service oriented.
• Analytical thinker with a functional understanding of the various components of systems in conjunction with technical knowledge to identify effective and efficient problem resolutions.
• Excellent organizational, time management and communication skills; communicates effectively with all levels of company personnel.
• Ability to work well both individually with minimal supervision and in a team environment where the sharing of knowledge is highly regarded and expected.
• Able to multitask effectively and meet deadlines.
• Sound knowledge of PC configurations, currently supported versions of Microsoft Windows, and PC software including, Microsoft Office and Microsoft Office 365 applications that may include but are not limited to Visio, Excel, Word, Access, PowerPoint, SharePoint, Skype for Business and Outlook.
• Good interpersonal skills with demonstrated ability to communicate systems requirements verbally and in writing.
• Experience in effectively communicating business and technical issues to both technical and non-technical audiences.
• Experience in working on multiple assignments during the same time frame juggling tasks based on relative priorities with supervision commensurate with grade level.

Education

Education: High School Diploma or GED. Minimum of two (2) years overall IT infrastructure experience. Customer service oriented. Analytical thinker with a functional understanding of the various components of systems in conjunction with technical knowledge to identify effective and efficient problem resolutions. Excellent organizational, time management and communication skills; communicates effectively with all levels of company personnel. Ability to work well both individually with minimal supervision and in a team environment where the sharing of knowledge is highly regarded and expected. Able to multitask effectively and meet deadlines. Sound knowledge of PC configurations, currently supported versions of Microsoft Windows, and PC software including, Microsoft Office and Microsoft Office 365 applications that may include but are not limited to Visio, Excel, Word, Access, PowerPoint, SharePoint, Skype for Business and Outlook. Good interpersonal skills with demonstrated ability to communicate systems requirements verbally and in writing. Experience in effectively communicating business and technical issues to both technical and non-technical audiences. Experience in working on multiple assignments during the same time frame juggling tasks based on relative priorities with supervision commensurate with grade level.

Other

• Must possess and maintain a valid driver’s license and a driving record satisfactory to the company and its insurers.
• Must be able to perform all essential and marginal functions of the job.
• Must be able to work with a team, take direction from management, adhere to required work schedules, focus attention to details, and follow work rules.
• Able to successfully perform multiple tasks with strict deadlines.
• Able to organize and prioritize daily work.
• Minimal safety hazards; general office working conditions.
• Travel as needed up to 25%.
• Non-traditional hours anticipated.
• Required to carry an activated cell phone and be available to respond during working and non-working hours.
• The successful candidate will be required to clear a drug screen, and a complete background check, including a credit report for certain positions after an offer, has been extended and before being employed.
• Supervisory Responsibility: None.