IT Support Specialist II

About the Role

The IT Support Specialist Level II is a role that combines technical expertise with leadership and problem-solving skills. They are responsible for providing more advanced technical support, troubleshooting complex issues, and often serve as mentors within the IT support team to the Level I agents. Together with Level I they are the initial contact for Office and Field Support End-users which includes Laptops, desktops, printers and Mobile devices. Additionally, Level II will be required to assist with all testing, and training as well as application and hardware deployments and recovery processes. Primary responsibility will be office-based inbound calls and tickets but additionally may be asked to assist with providing technical support as requested in local & remote locations.

Essential Duties & Responsibilities

• Advanced Technical Support: Provide advanced technical support and expertise to resolve complex IT issues, including hardware and software problems, and system errors. Troubleshoot and resolve escalated support tickets from Level I. Performs other IT related duties as directed and assigned by IT Supervisor/Manager/Director.
• Mentorship and Training: Act as a mentor to IT support specialist Level I Agent, assisting and providing guidance on technical problem-solving. Share knowledge and best practices with the team. Record, troubleshoot, escalate and follow-up with end-users regarding IT support matters. Contribute to the creation and improvement of support documentation.
• Problem Resolution: Investigate, diagnose, and resolve IT issues efficiently to minimize downtime and disruption. Escalate issues to higher-level support when necessary.
• Asset Management: Assist in managing IT assets, including hardware and software inventory, equipment tracking, Equipment retrieval and license compliance. Collaborate with asset management team. Assist in maintaining both hardware, software and licensing needs
• Collaboration: Install and deploy workstations, tablets, iPads, iPhones and other IT technology to users and support overall IT initiatives. Maintain complete and accurate logs and documentation of responsibilities and work completed. After-hours end-user, network and IT infrastructure support required. Travel required to company locations to support end-users, network and IT infrastructure.

Qualifications

• Education: Associate's Degree (Required) or Bachelor's Degree (Preferred) in Computer Science, Information Technology, or a related field. Degree can be substituted if the candidate has a minimum of 1-3 years of experience as a Support Specialist Level I.
• Experience: 5+ years of experience in customer service, information technology support, or a related field. Experience required with end-user hardware, software and application support.

Benefits

• Benefits start on your 1st day of employment
• 401k w 4% match – no waiting or vesting period
• PTO / Floating Holidays / Paid Holidays
• Company paid life insurance, short term disability
• Employee Assistance programs to help with mental health / wellness
• Learning & Development Programs
• Perks… includes discounts on travel, cell phone, clothing and more…
• Generous employee referral program