IT Support Specialist II

Company Name:
Critical Skills:
The ability to diagnose and repair any hardware and software computer-related In-cidents in a highly sensitive and fast-paced environment.
Ability to install any software applications as required by the client.
Demonstrated experience upgrading and rolling out new computer hardware and software in large-scale environments.
Possess good customer service and interpersonal skills.
Able to work independently and as part of a team.
Utilize good oral and written communication skills.
Demonstrate the ability to use electronic mail and software applications in support of the client i.e. Incident Management software.
Must be proficient in MS Office software (Excel, Word, Power Point).
Have the ability to quickly learn new hardware and software systems and demon-strate the ability to embrace change in a fast paced and changing environment.
Must be able to lift a minimum of 50 pounds to support the Install, Change, Move (ICMS) activities.
Project an attitude of professionalism and high performance work ethic at all times.
Critical Knowledge:
Experienced supporting Windows based operating systems from XP to the current OS.
Experienced supporting major PC components i.e. desktops, laptops, printers, PDAs, monitors.
Experience support common office and productivity applications i.e. MS Office.
Experience working with common email systems i.e. MS Outlook, Lotus Notes.
Experienced in one or two technologies not commonly supported i.e. networking support, telecom, video teleconferencing, Blackberry etc.
Experienced working with the Incident Management ticket system.
Education/Professional Affiliations:
High school diploma required. Associates degree or other technical school training preferred.
Minimum A+ Certification required.
Network Certifications a plus.
HP Certifications a plus.
MCSE Certification a plus.
General Accountabilities
Professional communication and interaction with the clients at all times.
Managing and resolving assigned B/F incidents and Service Requests (Installs, Moves, Adds, Changes) in accordance with established service levels.
Updating the Incident Management ticket system with accurate and timely informa-tion.
Interfacing with any required Service Desk personnel to receive work, close and up-date the status for tickets and service requests.
Providing technical support for any assigned special projects.
Physical installation of PC, upgrades and configuration management.
Maintenance, diagnostic, and repair of desktop computers and peripherals.
Installing operating systems and extensive suites of software applications.
Requesting technical training from more experienced desktop support technicians on difficult Incidents.
Being flexible regarding daily work and project assignments.
Contributing to and supporting of team objectives and goals.
Providing support on various projects as needed.
Specific Accountabilities
Employee is specifically responsible for:
Working closely with the team leads and site management for direction on daily re-sponsibilities and duties. As an experienced member of the team it is expected that they will contribute to improving or increasing the overall productivity of the team through individual efforts or suggestions for improvement.
Consistently meets or exceeds the minimum requirement goal for completing and closing tickets per technician.
Competency, completeness and technical knowledge of assigned tasks within the assigned region or project.
Providing outstanding customer service on-site support.
Closing Incidents as assigned by the Customer Support Center (Help Desk; Service Delivery).
Drives customer satisfaction through quality resolution of Incidents. Timeliness, quality and high performance are consistently exhibited.
Management escalations on difficult assignments as needed.
Knowledge of and adherence to customer and company service levels, processes and policies.
Having reliable transportation and the willingness to travel locally and possibly out of state to support customer sites.

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