Technical Support II

The IT Support Specialist II is entrusted with the vital task of implementing, administering, and supporting distributed systems, encompassing a wide array of end-user equipment, networking, Microsoft and virtualized environments, all while upholding stringent security best practices. The position involves providing level 1 & 2 technical support, addressing a diverse range of technical challenges, and ensuring the seamless operation of the organization's technological framework. The ideal candidate for this role is someone who combines a robust technical background with outstanding customer service skills and possesses a passion for fostering continuous learning and improvement within the Technical Services function.

Requirements

Duties and Responsibilities

Ticket Management :

• Assess, plan, and resolve Tier 1 & 2 issues efficiently and effectively to ensure minimal disruption to business operations and end-user activities.
• Be available for critical escalations involving site outages and perform disaster recovery as needed.
• Follow up with IT Support Specialist I escalations and provide insight regarding resolutions
• Deliver exceptional customer service and manage priorities effectively to ensure critical tickets are addressed and resolved within established SLAs.
• Refine and improve service delivery by enhancing the ticketing system, automating the distribution and management of issues, and implement self-help capabilities as well as knowledge base.

Call Transfer Support :

Collaboration, Communication, and Customer Service :

Documentation and Standards :

Qualifications

Education / Experience :

Skills and Competencies :

Certification (Preferred)

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c).