IT Support Specialist II

SI HOLDCO LLC•Addison, TX

4d•Onsite

About The Position

The IT Support Specialist II is responsible for delivering exceptional customer service and ensuring a positive end-user experience through efficient troubleshooting and resolution of technical issues. This role prioritizes effective ticket management, prompt communication, and accurate documentation to maintain and improve IT support processes. Collaboration is central to this position, requiring close teamwork with colleagues in a dynamic environment to share knowledge, develop & refine workflows, and enhance overall support efficiency and consistency.

Requirements

4+ years of professional experience in desktop support (support Windows 7 & Windows 10)
Experience in ticket management using an IT Service Management (ITSM) or equivalent ticketing system
Must be able to multi-task in a fast-paced work environment
Must have excellent organizational and time management skills
Must be detail-oriented
Proven ability to troubleshoot and solve problems in a production support environment, process analytical skills
Technical Support and/or Help Desk experience, Call Center experience (assisting users over the phone)
Experience supporting a VMware environment
Experience with Duo (or any two-factor authentication tool experience)
Experience with Cisco Secure Client VPN (or any VPN service experience)
Able to work on call some nights and weekends
Able to develop and maintain positive and cooperative work relationships
Excellent interpersonal and communication skills

Nice To Haves

Certifications preferred - A+ / Net+ / Sec+ / MCITP / MCP / MCDS

Responsibilities

Act as the first contact for support tickets, ensuring swift and effective solutions.
Offer Tier I and Tier II customer service and technical support for hardware and software, maintaining high user satisfaction.
Provide IT support services for user account setup, system patching, antivirus, imaging, and maintenance across PC and Mac platforms, as well as video conferencing equipment, printers, copiers, phone systems, and general IT hardware/software.
Adhere to Standard Operating Procedures (SOPs) and escalate complex issues as necessary.
Manage individual workflow efficiently and maintain an updated ticket queue using the IT ticketing system.
Offer mobile support for iOS and Android devices.
Provide on-call support during after-hours and weekends as required.
Review, update, and maintain documentation to ensure alignment with internal processes, workflows, and training materials.
Assist users with VoIP phone systems.
Track hardware and software inventory and manage Microsoft 365 & Azure Active Directory account creation and maintenance.
Monitor infrastructure issues, resolve them, or escalate to higher support levels as needed.
Maintain an exemplary record of attendance and punctuality.
Other duties as assigned.