26-057 IT Support Specialist II

POSITION SUMMARY:

This position provides second tier help desk support to employees and Help Desk staff in a Windows / Office environment; while also participating in various IT projects. This position also services outside policyholders, agents, and external customers and equipment vendors.

DUTIES AND RESPONSIBILITIES:

• Receives and prioritizes work, project-oriented tasks, and service desk requests of varying severity, documenting issues via service desk and document repository, and effectively managing and resolving all issues within accepted service levels and approvals. Initiates corrective action to stay on schedule. Serves as the second line of technical support for employees.

• Assists in providing Level I Support when request volumes are high and performs post-resolution follow ups with Level I Technicians as required.

• Installs/upgrades/maintains/supports various computer hardware and software applications.

• Assists users, troubleshoots second tier hardware, software, network connectivity and problems regarding access to enterprise-wide systems.

• Assists users in utilizing technology to achieve business results via written documentation of procedures and one-on-one and/or documented resolutions.

• Assists entry-level help desk and operations personnel with technical problem resolution and serves as a mentor.

• Installs/maintains/supports specialized client applications for specific business users.

• Participates in various technological infrastructure projects, whether they are system rollouts, application upgrades, or new technology initiative.

• Assists System Administrators with various tasks and/or projects as needed.

• Cross trains in day or nighttime operations, sometimes requiring overtime when necessary.

• Supports the company strategies and department goals by accomplishing tasks as assigned.

SKILLS, EDUCATION AND EXPERIENCE:

• Bachelor’s Degree in an IT related field.

• 2-4+ years’ experience providing help desk support in a medium to large organization.

• 6+ years of relevant help desk experience required without a Bachelor’s Degree.

• Microsoft Certified Professional or greater preferred. May substitute other technical certifications that pertain to related Information Technology.

• Experience with help desk processes, software, and procedures in a medium to large organization.

• Troubleshooting ability with telecommunication, hardware, software and data network.

• Working knowledge of computer technology industry trends and technology advancements.

• Familiarity with Microsoft office and operating systems, group policy, and account management.

• Familiarity with security products such as threat detection and anti-virus.

• Strong customer service orientation and interpersonal skills with users at all levels within the organization.

• Strong interpersonal and oral/written communication skills.

• Proven analytical, multitasking, and problem-solving abilities.

• Experience working independently and in a collaborative team-oriented environment.

• Ability to effectively prioritize and execute tasks.

• Ability to conform to shifting priorities, demands and timelines.

• Initiative to take on new tasks and resolve problems independently.

• Bilingual skills preferred.

POSITIONAL COMPETENCIES:

• Bias for Action

• Knowledge Sharing

• Deliver Results

• Service and Sales Excellence

• Personal Leadership

• Teamwork and Communication

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The employee is occasionally required to stand, walk, stoop, kneel, crouch or crawl. The employee may occasionally lift up to 30 pounds. Specific vision abilities are required, which includes close vision, peripheral vision and the ability to adjust focus.

WORK ENVIRONMENT:

Office Environment. The noise level is usually moderate. Occasional overtime may be necessary.