IT Services Specialist II, Service Desk

About the role

The IT Services Specialist II will work independently with general supervision to provide in-depth customer service, end-user desktop support and technical guidance for internal employees and some support for external users of customer/client facing Web sites and services. This Specialist will interact and collaborate with IT Operations, IT Engineering, and business users regularly to help resolve or escalate issues.

What you’ll do (Essential Responsibilities)

• General troubleshooting and support of company computers, peripherals, and phones by answering users’ questions and resolving issues via telephone, remote sessions or in-person visits.
• Ticket creation and complex problem resolution based on monitoring ticketing system and answering support calls.
• Tracking and documenting ticket progress and resolution within ticket tracking system.
• Troubleshooting and maintaining hardware and software required for day-to-day operations.
• Provide IT support for projects.
• Replacing and testing hardware and software at user’s desk in office.
• Systems administration including user account creation and maintenance for all end-user services, internal and external.
• Contribute to team’s technical knowledge base; creating new and maintaining existing documentation.
• User administration in various telecommunication systems for daily operations of business.
• All other duties as assigned.

What you’ll bring (Qualifications)

• Education: Bachelor’s degree in computer science or related field preferred, or equivalent work experience.
• Certifications: CompTIA A+, CompTIA N+, Cisco, MCP, MCSE or equivalent.
• Computer skills: Systems analysis; Microsoft Office applications, Office 365, Windows 11 OS, iOS and Android OS.
• Experience: 2 or more years’ experience working with PC hardware and software for installation and advanced support.
• Customer service: 1 or more years’ experience demonstrating strong customer service and organizational skills.
• Interpersonal skills: Demonstrated ability to interact in a positive, respectful manner.
• Core Values: Ability to work independently and self-direct with limited need for day-to-day supervision, effectively organize, prioritize tasks; multi-task and manage time, lift 50 pounds, personal accountability and trustworthiness, commitment to working within Quantum Health’s policies, values and ethics, protect sensitive data.