DISTRIBUTED COMPUTER SYSTEMS SPECIALIST - 73001149
About The Position
The Distributed Computer Systems Specialist provides advanced Tier I and Tier II technical support within a Service First IT environment, supporting enterprise systems, applications, endpoint technologies, and operational support services. This role is responsible for troubleshooting and resolving complex incidents and service requests, supporting operational continuity, monitoring system events, and coordinating escalations and service restoration activities. The position also serves as a Knowledge Management owner responsible for maintaining knowledge articles, operational procedures, troubleshooting documentation, and process updates to improve consistency, efficiency, and customer support. In addition, the role supports and backs up Problem Management activities by identifying recurring issues, assisting with root cause analysis, documenting trends, and supporting corrective action efforts across operational teams. The incumbent works closely with Service Desk, Infrastructure, Tier III teams, vendors, and operational support teams while following IT Service Management (ITSM) processes including Incident, Request, Problem, Change, Knowledge, and Configuration Management.
Requirements
- Three years of customer service experience.
- Two years of experience Service Desk, Help Desk, or enterprise IT support environment using an IT ticketing system.
- One year of experience in troubleshooting hardware, software, account access, or application-related issues.
- Two years of experience in incident management, escalation, and customer service practices.
- Experience with documenting and or creating process and procedural documents.
Nice To Haves
- Experience contributing to knowledge management or technical documentation initiatives.
- Knowledge of ITIL or ITSM best practices.
Responsibilities
- Provides advanced Tier I and Tier II technical support within a Service First IT environment.
- Supports enterprise systems, applications, endpoint technologies, and operational support services.
- Troubleshoots and resolves complex incidents and service requests.
- Supports operational continuity.
- Monitors system events.
- Coordinates escalations and service restoration activities.
- Serves as a Knowledge Management owner responsible for maintaining knowledge articles, operational procedures, troubleshooting documentation, and process updates.
- Supports and backs up Problem Management activities by identifying recurring issues, assisting with root cause analysis, documenting trends, and supporting corrective action efforts.
- Works closely with Service Desk, Infrastructure, Tier III teams, vendors, and operational support teams.
- Follows IT Service Management (ITSM) processes including Incident, Request, Problem, Change, Knowledge, and Configuration Management.
Benefits
- career training
- tuition waivers
- paid vacations
- insurance
- retirement programs
- health insurance
- life insurance
- paid sick and personal leave
- paid parental leave
- 10 paid holidays annually
- retirement savings
- vision and dental insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
