IT Specialist II
About The Position
The IT Specialist II, under general supervision, provides advanced technical support and leads daily helpdesk operations to ensure efficient and effective IT service delivery. This position serves as the primary escalation point for complex technical issues, directs workload distribution among helpdesk staff, and ensures timely resolution of user requests in accordance with service standards. The IT Specialist II exercises independent judgment, provides day-to-day leadership, mentors and trains team members, and supports operational oversight of the helpdesk. This role also contributes to process improvements, assists with performance guidance, and helps maintain a high level of user satisfaction and operational efficiency.
Requirements
- Education-Bachelor’s degree or equivalent combination of education and experience
- Experience-Two years of related experience, including one year of management experience.
Responsibilities
- Leads daily helpdesk operations, ensuring timely response and resolution of technical issues across hardware, software, and network connectivity.
- Serves as the primary escalation point for complex support requests and provides advanced troubleshooting to resolve user issues.
- Monitors helpdesk ticket queues, prioritizes workloads, and assigns tasks to ensure balanced distribution and efficient service delivery.
- Provides technical guidance, training, and mentorship to helpdesk staff/Student workers, fostering professional growth and team development.
- Maintains accurate documentation of support activities, including ticket updates, inventory records, and knowledge base articles.
- Collaborates with other IT teams to escalate and resolve complex technical issues, ensuring minimal disruption to end users.
- Evaluates recurring technical issues and recommends process improvements, updated documentation, or user training to prevent reoccurrence.
- Assists with inventory management and ensures adequate stock of replacement equipment and spare parts.
- Performs duties expected of an IT Specialist I when needed to support operational goals.
- Participates in professional development and ongoing technical training to stay current with emerging technologies and best practices.
- Research unique end-user needs and provides specialized guidance, recommendations, and alternative solutions in line with policy requirements.
- Reviews documentation of end-user support methods and procedures for accuracy; assists management with planning, direction, and coordination of operational and procedural matters.
- Produces reports and summaries for management and users, including status reports, problem reports, progress summaries, and system utilization reports.
- Performs all duties expected of an IT Specialist I, as needed.
- Manages the Help Desk ticket queues.
- Supervises Help Desk employees.
- Assist in the creation and documentation of new Standard Operating Procedures (SOPs).
- Contribute to improving team efficiency in daily operations and provide guidance to support team goals and projects.
- Maintain a professional and collaborative work environment.
- Support improvements to the security posture of desktop endpoints using Microsoft Defender and Intune.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
