IT Support Specialist Tier 2

Summary

We are looking for an experienced and resourceful Senior Technical Support Specialist, that has strong communication skills, a proactive approach to problem solving and is customer service focused.  This individual would have experience with Microsoft 365, SharePoint Online, and experience with help desk ticketing systems.

Key Responsibilities

• Responsible for incoming tickets with an emphasis on those escalated from tier 1 support.
• Ensures that technical support requests are accurately logged, tracked, resolved timely and appropriately.
• Provide advanced technical support for new and existing software with installations, configurations, and diagnoses for computers, services, and peripheral equipment
• Communicates with software and hardware vendors to request service for defective products and to research and resolve user problems
• Answers operational questions clearly and succinctly, resolves problems applying knowledge of computer software, hardware, and procedures
• Ensures processes for new users, computers, and existing software are optimal and running correctly
• Performs projects as assigned by help desk manager

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Minimum of 5 years of experience in Information Technology operations role

• Bachelor’s degree in computer science or related field required

Knowledge, Skills and Abilities     

• Ability to communicate effectively, clearly, and professionally with employees to establish and maintain considerate and cooperative relationships

• Ability to provide excellent customer service

• Ability to multitask in a fast-paced environment

• Ability to manage multiple projects and the day-to-to operations

• Ability to research and resolve issues efficiently

• Experience with remote desktop support.

• Strong troubleshooting skills and ability to think critically under pressure.

• Advanced knowledge of Windows OS

• Knowledge of computer software and hardware procedures in relation to end-users

• Experience in developing performance reports for technical issues   

Physical Demands

While performing the duties of this job, the employee is frequently required to sit; talk or hear; and use hands to finger, handle, or touch objects or controls.  The employee is regularly required to stand and walk.  On occasion the incumbent may be required to stoop, bend or reach above the shoulders.
The employee must occasionally lift 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The position is office-based position with no known significant hazards.

The salary range for this position is $78,000 to $82,500, depending on experience and qualifications.