IT Support Specialist II

About the role

The IT Support Specialist II provides superior day-to-day hands-on support to the organization's end user laptops, desktops, peripherals, software applications, mobile devices, printers, and other tools. This position interfaces directly with internal customers and business units, provisioning solutions and troubleshooting user issues to resolution. This role provides 1-to-1 end user support and training. Additionally, this role serves as on-call support on a rotational basis for the entire enterprise. Typically, this role works onsite at an HBS client, full time.

Responsibilities

• Provide first and second tier support of PC hardware & software, desk phones, printers, mobile devices, and other computer-related equipment.
• Responsible for ticketing system entry and ticket maintenance/documentation; includes updating and maintaining inventory records.
• Track, route, and redirect problems to correct resources.
• Identify PC hardware warranty repair and resolve as required.
• Provide timely and relevant updates to end users.
• Maintain currency of knowledge with respect to technology, equipment, industry trends, regulations, standards, and/or systems.
• Participate in the on-call support rotation.

Requirements

Competencies

• Customer Oriented: A desire to serve both external and internal clients by focusing effort on meeting the client's needs, understanding their concerns, and seeking to build trust.
• Communication: The ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
• Analytical Skills: The ability to gather raw data and process that data into a meaningful form.
• Problem Solving: The ability to recognize courses of action which can be taken to handle problems or potential problems and applying contingency plans to solve those problems.
• Adaptability: The extent to which an individual can fit into a changing working environment.
• Initiative: The ability to act and take steps to solve or settle an issue.
• Motivation: The ability to inspire and encourage others to reach a goal.
• Autonomy: The ability to complete assigned tasks with little oversight.
• Relationship Building: The ability to establish and maintain a good rapport and cooperative relationship with customers and co-workers.

Experience

• Required: 1-3 years experience troubleshooting Windows PCs.
• Required: In-depth knowledge of Windows desktop operating systems.
• Preferred: 1-3 years' experience working in a customer-facing IT service role.
• Preferred: Basic knowledge of Microsoft Windows Desktop Operating Systems and roles, network printing, antivirus software packages, core server administration within Microsoft Windows Server, Mac OS, mobile operating systems (Apple iOS and Android).

Skills, Education, and Certifications

• Required: High School Diploma.
• Preferred: Basic knowledge of Cisco, HP, and Palo Alto networking infrastructure, ConnectWise Manage and ConnectWise Automate, VMware vSphere, LogicMonitor, and Veem Backup.
• Preferred Certifications: One or more of the following: A+, Network+, Server+, Microsoft Azure, Microsoft O365, Cisco Certification Technician (CCT), MD-102 Endpoint Administrator, or similar certifications.