IT Specialist II

Stefanini Group•Davenport, IA

About The Position

The IT Specialist II acts as a subject matter expert on tools, programs, and applications unique to the client environment and serves as a resource for resolving complex issues. The role matches project priorities to industry best practices, supports the Service Center’s ability to resolve issues, and helps ensure that knowledge-base content and training materials are accurate and useful. Under minimal supervision, the position performs varied work that may be somewhat difficult in nature and involves limited responsibility. The specialist applies advanced concepts and procedures in their field, may adapt procedures and tools to meet complex requirements, resolves most questions and problems, and refers only the most complex issues to higher levels. The description outlines the general nature and level of the work and is not a comprehensive inventory of all duties or qualifications.

Requirements

Prior experience as a Service Desk agent.
1–4 years of experience as an IT Specialist subject matter expert.
Keen interest in new technologies, ability to learn quickly, and high motivation.
Knowledge of client-specific business tools.
Knowledge of SharePoint administration and configuring permissions in the SharePoint environment.
Knowledge of Information Management Policies.
Documented history of working in the area for which the employee is an expert.
Ability to understand industry best practices and communicate insights to help improve the business model.
Prior support experience with the client’s users and environment.
Attendance and schedule adherence are required.
Knowledge and application of advanced concepts, practices, and procedures in a particular field of specialization.
Ability to adapt procedures, processes, tools, equipment, and techniques to meet more complex position requirements.
Ability to work under minimal supervision, resolve most questions and problems, and refer only the most complex issues to higher levels.

Responsibilities

Act as a subject matter expert on tools, programs, and applications unique to the client environment.
Serve as a go-to resource to help resolve complex issues.
Match project priorities to industry best practices.
Provide training to consultant teams and end users as needed.
Ensure knowledge-base articles are accurate and sufficient for first-level support; write, amend, or remove articles when necessary.
Ensure and coordinate an adequate level of understanding within the Service Center to support issue resolution.
Participate in creating training materials.
Track and document process changes and ad hoc reporting requirements.
Lead continuous improvement actions.
Train, mentor, and coordinate the activities of other team members.