IT Support Specialist, Lev 2
OVERVIEW OF POSITION:
Under general supervision, installs, modifies, and maintains the organization's personal computers and related systems. Installs, upgrades and backs-up software and hardware applications. Troubleshoots software and hardware failures and resolves as appropriate; trains users in resolving routine problems, using new software and providing advice and guidance as needed.
ESSENTIAL FUNCTIONS:- Configures, diagnoses, identifies and resolves hardware/software and printing issues in a blended PC, tablet, Mac and smartphone wired and wireless enterprise environment.
- Performs software and hardware installations and adheres to established asset tracking and licensing agreements. Assists with workstation installations, relocations, and other related tasks.
- Works independently and pursues resolutions to a variety of issues using technical knowledge, tools and organizational resources. Documents all requests, troubleshooting efforts, and resolutions in the organizations' ticketing system and keeps end-user informed. Follows established escalation procedures and alerts management to outages, priority issues, recurring problems and patterns.
- Creates and/or revises existing end-user instructions, technical documentation or procedures as needed. Provides end-user training for systems and software products.
- Participates in and supports help desk initiatives and projects.
- Performs other duties as assigned.
EDUCATION:- Requires a High School Diploma, GED, or national equivalent.
- CompTIA A+ or equivalent certification required.
EXPERIENCE:
- Typically requires 2 to 5 years' related experience. Or a combination of training, education and experience to perform the job successfully.
KNOWLEDGE, SKILLS, ABILITIES:- Demonstrated knowledge of PC related software and hardware, knowledge of productivity applications (e.g. Microsoft Office Suite), familiarity with ticketing systems, and strong customer service and organizational skills.
- Experience supporting 1,500+ end-users.
- Demonstrated ability to take initiative, implement analytical skills. Excellent time management, and organizational skills.
- Adaptive customer service skills including the ability to effectively interact with individuals at all levels internal and external to the organization.
- Consistent ability and practice handling and maintaining confidentiality with organizational matters.
- Ability to adapt to a dynamic environment and learn department-specific computer systems.