IT Technical Support Specialist II

Duties and Responsibilities

• Handle escalated tickets from Tier 1.
• Performs customer support, training, and troubleshooting activities for various IT services.
• Interacts with customers, troubleshoots, and resolves problems related to hardware, software and/or process to the customers' satisfaction via phone, chat, email or in-person.
• Escalates issues that require more detailed analysis to more experienced personnel.
• Receives and records customer inquiries regarding IT-related problems and/or services. Notifies customers when problems have been resolved and logs closure entries.
• Affords assistance in evaluating and making recommendations regarding hardware, software, processes, and services that will improve overall IT support for customers.
• Performs Asset Management activities that identify and label new IT assets, request to purchase new IT assets, and documentation associated with IT Asset Management tools or systems.
• May perform periodic audits with both internal and external auditors.
• Completes customer support tasks and assignments given by more senior personnel. Coordinates assistance from others for highly complex technical support areas.
• Affords assistance in training activities required for various capabilities in support of business and customer needs.

You Must Have

• 3 years of related information technology work experience.
• A High School Diploma required.
• Ability to obtain and maintain a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations).
• Regular and reliable attendance is an essential function of this job.
• Ability to travel up to 10% of the time.
• Ability to work on-site as directed by management and is determined by the needs of the business.
• United States Citizenship with the ability to obtain and maintain, a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations).

We Value

• A degree in computer-related field or equivalent IT work experience.
• Demonstrated experience using ServiceNow’s ticketing system in a medium to large size company.
• General knowledge of desktop computer systems.
• Intermediate skills for identifying and resolving technical problems.
• Skill in using operating system software, companion software and utilities.
• Effective communication skills, interpersonal and customer-service skills.
• Some positions within this classification may require unique computer skills.