IT User Support Specialist

IT User Support Specialist II needs 5+ years experience

IT User Support Specialist II requires:

• 3+ years, 5+ years preferred
• Vocational and/or Technical Education Preferred

IT User Support Specialist II duties:

• Provide a high level of customer service while working in a dynamic complex environment under limited supervision and direction. Provide second level end-user PC support for staffed locations and remote offices.
• Provide high level on-site call center support,
• Perform configuration/installation and troubleshooting of PC hardware including laptops, VDI, desktops, tablets/iPads, printers, messaging and mobile devices, and MIFI
• Install, configure, and troubleshoot Windows operating systems, MacOS, Microsoft Office
• Suite other applications.
• Provide incident & problem summaries, status reports, and project status as required
• Comply with and support ITIL change-incident-problem-asset management processes and work instructions
• Coordinate with 2nd and 3rd tier teams to ensure timely resolution of complex end user
• technology issues and incidents to ensure meeting agreed upon service levels
• Maintain highly accurate inventory records
• Provide end user training and knowledge documentation
• Deploy, procure, and collect desktop equipment from end user.

• Provides day-to-day technical support to employees for a range of hardware and software related systems.
• Under limited supervision, this job responds to problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.