IT Level II Support Specialist

FOCUS Broadband•Shallotte, NC

3d•Onsite

About The Position

This role is responsible for handling problem recognition, research, isolation, resolution, and follow-up for complex user issues. The specialist will log and track client issues using a ticketing system, maintain historical records, and manage OS image creation/management and deployment strategies including hardware and software distribution, device management, security remediation, computer patching, and network monitoring. Additionally, the role involves user account management, special projects, after-hours on-call assistance, and contributing to long-term strategies for desktop/laptop hardware and software needs. The specialist will also assist with provisioning and troubleshooting users, recordings, and phones in the company phone system, enhance the technical bench strength of the IT team through documentation and training, and serve as a liaison between Level I/II support and other IT administrators. The role also includes assisting in developing and implementing security standards, fielding client inquiries, providing application support, network administration, and desktop/laptop troubleshooting, while adhering to team performance goals and company policies.

Requirements

Associate’s degree in information technology, related field, or equivalent experience required.
2 years of experience in a related field is required.
Must possess and maintain an acceptable driving record and a valid driver’s license.
Proficient in personal computers, telecommunications, and information technology
Experienced with Windows Desktop, Windows Server, OS/400, OS X, VMWare, and Linux
Skilled in command line, PowerShell, and batch file syntax
Experienced in Computer and Software Management (Kace or similar)
Strong networking knowledge and experience
Effective in communicating technical information
Knowledgeable in Active Directory and Exchange Server
Proficient in networking and routing technologies and protocols (DNS, DHCP)
Well-versed in computer hardware and software
Experienced with mobile device enrollment to MDM solutions
Professional and courteous communicator with co-workers and business contacts with strong interpersonal skills
Skilled muti-tasker with excellent organizational and prioritization skills for handling multiple assignments
Capable of reading and interpreting technical documents
Detail-oriented and strategic thinker
Proactive and results-driven

Responsibilities

Handle problem recognition, research, isolation, resolution, and follow-up for complex user problems.
Log and track client issues using a ticketing system and maintain historical records and related problem documentation.
Accountable for OS image creation / management and deployment strategies: Hardware distribution, Software distribution, Device management, Security remediation, Computer patching, Network monitoring.
Responsible for user account creation, transfers and deletions.
Handle and manage special projects and requests as designated by the management team.
Provide after-hours on-call assistance, when scheduled, for all priority incidents and problems.
Assist in developing long-term strategies and capacity planning for meeting future desktop/laptop hardware and software needs.
Help with provisioning and troubleshooting users, recordings, and phones in the company phone system.
Increase the technical bench strength of the IT Computer User Support Specialist by providing documentation and ad-hoc classes on topics of interest.
Serve as the liaison between Level I/II support and other IT administrators for projects and initiatives.
Assist IT Team in developing and implementing security standards.
Field client inquiries and provide application support, network administration, and desktop/laptop troubleshooting.
Adhere to team performance goals while prioritizing, resolving, and escalating issues in accordance with company policy.
Maintain compliance with all company policies and procedures.
Maintain regular and timely attendance.
Perform other duties/special projects as required.
Participate on behalf of the company in community and company-sponsored activities as requested.
Attend safety meetings, complete safety & security trainings, and maintain a safe working environment.
Actively maintain and enhance job-related knowledge and skills through ongoing professional learning and development.