IT Specialist II

Stefanini Group • Davenport, IA

2d

About The Position

The IT Specialist II serves as a subject matter expert on tools, programs, and applications specific to the client environment. The role supports resolution of complex issues, aligns project priorities with industry best practices, and helps ensure the Service Center can resolve issues effectively. The specialist may provide training to consultant teams and end users, maintain and develop knowledge-base articles, contribute to training materials, document process changes and reporting requirements, and lead continuous improvement actions. The position also trains, mentors, and coordinates other team members.

The role applies advanced concepts, practices, and procedures in its area of specialization. Under minimal supervision, the employee performs varied work that may be somewhat difficult, adapts procedures and tools to meet complex requirements, resolves most questions and problems, and escalates only the most complex issues.

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 a SharePoint environment.
• Knowledge of Information Management Policies.
• Documented history of working in the area of expertise.
• 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.

Responsibilities

• Act as a subject matter expert on tools, programs, and applications unique to the client environment.
• Serve as a go-to resource for resolving 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 knowledge-base articles where 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.
• Adapt procedures, processes, tools, equipment, and techniques to meet complex position requirements.
• Resolve most questions and problems and refer the most complex issues to higher levels.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed