Level 2 Technology Support Specialist

Job Description

Job Description

This position will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting our clients across multiple locations and many different industries. The Level 2 Technology Support Specialist will be responsible for the administration and internal support of the Customer's PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations. This position will work directly with customers and partners providing expertise in hardware and software installations, troubleshooting and configuration recommendations.

DUTIES AND RESPONSIBILITIES : Core duties and responsibilities include the following. Other duties may be assigned.

• Honest, self-motivated, professional, team player
• Travel to client offices when needed
• Exceptional customer service skills, organizational skills with a proven ability to manage multiple calls and tickets with minimal supervision
• Ability to learn new technology quickly
• Able to constantly balance multiple tickets and request in high pressure situations and will take escalations from Level 1 Technicians
• Must be able to diagnose problems quickly and correctly with computer systems and introduce a resolution
• Provides advanced level installation, support, and maintenance of servers, core infrastructure (switching, routing, firewall) and other computer systems
• Efficiently manages configuration of desktops, servers, core infrastructures and services (IIS, e-mail, AD, DNS, DHCP etc.)
• Assists with planning for and responding to client project needs when applicable
• Answer client calls and create detailed tickets
• Escalate tickets to the appropriate engineer when needed.
• Remote / On-site troubleshooting of level 2 issues such as desktop hardware failures.
• Will be responsible for taking calls on an On-Call rotation.
• Punctuality is required
• Provide helpdesk support and resolve problems to the end user's satisfaction
• Monitor and respond quickly and effectively to requests received through from phone calls or email to ticketing system
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Utilize and maintain the helpdesk tracking software
• Document internal procedures
• Assist with onboarding of new users
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
• Install, test, and configure new workstations, peripheral equipment, and software
• Maintain inventory of all equipment, software, and software licenses
• Report issues to the NOC for escalation
• Manage PC setup and deployment for new employees using standard hardware, images, and software
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required

SUPERVISORY RESPONSIBILITIES : None

COMPETENCIES : To perform the job successfully, an individual should demonstrate the following competencies :

Customer Service

Interpersonal Skills

Oral Communication

Written Communication

Quality Management

Business Acumen

Ethics

Organizational Support

Strategic Thinking

Judgment

Motivation

Planning / Organizing

Professionalism

Quality

Attendance / Punctuality

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.

REASONING ABILITY : Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS : To perform this job successfully, an individual should have knowledge of Microsoft Office software; including Word, Excel, Email and Scheduling software

PHYSICAL DEMANDS : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee must occasionally lift and / or move up to 60 pounds. Employee is required to maintain a valid driver’s license with reliable transportation.

WORK ENVIRONMENT : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

Benefits