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IT Support Specialist
KDC LLC
- Location
- Onsite (Philadelphia, Pennsylvania)
- Employment
- Full-time
- Level
- Mid Level
Posted 1 week ago
About the Role
The IT Support Specialist provides crucial second-level technical support, resolving complex issues escalated from the first level. This role is vital for maintaining IT service performance and enhancing the overall user experience within the organization.
Skills
L2 Technical Support
Hardware Troubleshooting
Software Troubleshooting
Network Diagnostics
ITSM Tools
Active Directory
Windows
macOS
Linux
TCP/IP
DNS
DHCP
Patch Management
System Optimization
User Account Management
Group Policies
Benefits
- Medical
- Dental
- Vision
- Life insurance
- STD
- 401(k)
- PTO
Full job details
Position Summary: The IT Support Specialist is responsible for providing second-level technical support to end-users, resolving more complex issues that are escalated from the first level of support. This role involves handling advanced troubleshooting, performing system diagnostics, and collaborating with higher-level support teams to ensure timely issue resolution. The IT Support Specialist also plays a critical role in maintaining the performance and functionality of IT services and infrastructure while enhancing the overall user experience.
Key Responsibilities:
- Provide second-level support for escalated hardware, software, and network issues.
- Perform in-depth troubleshooting and diagnostics to resolve complex technical issues.
- Work closely with L1 support teams to ensure smooth escalation of unresolved issues.
- Assist with the configuration, maintenance, and optimization of IT systems and infrastructure.
- Collaborate with the IT Support Analyst (L3) and other technical teams to escalate critical issues and develop long-term solutions.
- Monitor system performance, identifying recurring issues, and recommending improvements or updates.
- Assist with patch management, system updates, and routine maintenance activities.
- Provide user support for advanced software applications, networking configurations, and system integrations.
- Document troubleshooting processes and resolutions to build the knowledge base for L1 support and future reference.
- Train and mentor L1 support staff to improve their technical skills and problem-solving abilities.
Success Criteria:
- High resolution rate of escalated support issues within service level agreements (SLAs).
- Effective collaboration with both L1 and L3 support teams to ensure seamless service delivery.
- Accurate and detailed documentation of troubleshooting steps and solutions for future reference.
- Positive feedback from users regarding the quality and timeliness of support services.
Scope of Work:
- Handle escalated support requests from L1 support (IT Support Associate) and provide advanced troubleshooting.
- Engage with L3 support (IT Support Analyst) and other specialized teams for complex, critical issues.
- Contribute to system optimization and routine IT maintenance, ensuring performance and reliability.
- Participate in technical training and continuous development to stay current with new technologies and best practices.
Reporting/Collaboration:
- Reports to: Director of IT Services or relevant IT Manager
- Collaborates with: IT Support Associate (L1), IT Support Analyst (L3), infrastructure teams, and other IT specialists.
Required Qualifications:
- Proven experience in an IT support role, ideally at an L2 or equivalent level.
- Strong troubleshooting skills for hardware, software, and network systems.
- Proficiency in IT service management (ITSM) tools and ticketing systems.
- Familiarity with operating systems (Windows, macOS, Linux) and network protocols (TCP/IP, DNS, DHCP).
- Experience with Active Directory, user account management, and group policies.
- Strong communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users.
- Ability to work in a collaborative, fast-paced environment while managing multiple priorities.
Preferred Qualifications:
- Certifications such as CompTIA Network+, CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation.
- Experience with remote desktop support and virtualization technologies (e.g., VMware, Hyper-V).
- Experience in scripting or automation (e.g., PowerShell).
- Familiarity with security protocols, patch management, and endpoint protection systems.
Physical Requirements:
- Office environment with normal business hours necessary to satisfactorily perform job functions.
- Stationary Position – Must be able to remain in a stationary position up to 50% of the time.
- Move or Traverse – This position needs to occasionally move about inside the office to access file cabinets, meeting rooms, office machinery, etc. May occasionally ascends/descends the stairs to get to other floors, cafeteria and parking area.
- Dexterity – constantly operates a computer and other office machinery such as a copy machine/printer.
- Move, Transport, Position, Put, Install, Remove - Occasionally moves supplies weighing up to 10 pounds for various presentation and event needs.
- Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information - The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
- Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess - The ability to observe details at close range (within a few feet of the observer).
Benefits and Perks:
- Medical, dental, vision
- Company paid Life and AD&D Insurance
- Company Paid STD (with no waiting period)
- Option to purchase additional LTD, Life, and AD&D Insurance
- Voluntary Critical Illness, Accident, and Hospital Indemnity Coverage
- 401(k) with company contributions
- Paid Time Off
- 10 Company Holidays
- Tuition Reimbursement