Specialist II, Support

About the role

IT Support Specialist role is to provide support in order to drive operational efficiency. The ITSS is responsible for assisting customers with technical issues or questions related to computer hardware or software. This includes taking phone calls from end users or communicating with them through support management software, helping others diagnose and resolve technical issues over the phone.

Responsibilities

• Ability to solve common user problems in real time including software functionality, network trouble shooting and installation, personal computer and network configuration, operating systems and browser related issues
• Installing hardware or software as needed
• Global incident routing including validation, processing, triage, routing decision points and assignment
• Prioritize production-critical issues and escalate issue(s) to the appropriate technical staff
• Complete domain maintenance
• Assist with Webfilter, Internet and Firewall issues
• Entry level application maintenance
• Network and server hardware configuration
• Sarbanes-Oxley reporting
• Provide extra phone support and coverage, as needed
• Setup and configuration for new device procurement
• Prepare statistical and data reports, including usage trends and analysis
• Troubleshoot and accurately record caller's requests/issues
• Provide remote and on-site support to all staff
• Active involvement in problem resolution, follow-up, testing, workarounds and equipment suggestions
• Facilitate warranty claims and exchanges
• Accurately record customer support issues in tracking system
• Minimal travel to domestic facilities
• Other duties as assigned

Requirements

High School diploma or equivalent is required; Associate's degree in IT related field preferred; Bachelor's degree in an IT related field preferred; Microsoft certifications preferred.

Qualifications

• Basic networking experience with TCP/IP and Windows network
• Basic system administration experience, Windows preferred
• Familiar with Microsoft products, Linux, IBM, LN and SAP
• 2+ years IT/Computer experience (preferred)