26-057 IT Support Specialist II

Chesapeake Employers Insurance•Towson, MD

2d•Onsite

About The Position

This position provides second tier help desk support to employees and Help Desk staff in a Windows / Office environment; while also participating in various IT projects. This position also services outside policyholders, agents, and external customers and equipment vendors.

Requirements

Bachelor’s Degree in an IT related field.
2-4+ years’ experience providing help desk support in a medium to large organization.
6+ years of relevant help desk experience required without a Bachelor’s Degree.
Microsoft Certified Professional or greater preferred. May substitute other technical certifications that pertain to related Information Technology.
Experience with help desk processes, software, and procedures in a medium to large organization.
Troubleshooting ability with telecommunication, hardware, software and data network.
Working knowledge of computer technology industry trends and technology advancements.
Familiarity with Microsoft office and operating systems, group policy, and account management.
Familiarity with security products such as threat detection and anti-virus.
Strong customer service orientation and interpersonal skills with users at all levels within the organization.
Strong interpersonal and oral/written communication skills.
Proven analytical, multitasking, and problem-solving abilities.
Experience working independently and in a collaborative team-oriented environment.
Ability to effectively prioritize and execute tasks.
Ability to conform to shifting priorities, demands and timelines.
Initiative to take on new tasks and resolve problems independently.

Nice To Haves

Bilingual skills preferred.

Responsibilities

Receives and prioritizes work, project-oriented tasks, and service desk requests of varying severity, documenting issues via service desk and document repository, and effectively managing and resolving all issues within accepted service levels and approvals. Initiates corrective action to stay on schedule.
Serves as the second line of technical support for employees.
Assists in providing Level I Support when request volumes are high and performs post-resolution follow ups with Level I Technicians as required.
Installs/upgrades/maintains/supports various computer hardware and software applications.
Assists users, troubleshoots second tier hardware, software, network connectivity and problems regarding access to enterprise-wide systems.
Assists users in utilizing technology to achieve business results via written documentation of procedures and one-on-one and/or documented resolutions.
Assists entry-level help desk and operations personnel with technical problem resolution and serves as a mentor.
Installs/maintains/supports specialized client applications for specific business users.
Participates in various technological infrastructure projects, whether they are system rollouts, application upgrades, or new technology initiatives.
Assists System Administrators with various tasks and/or projects as needed.
Cross trains in day or nighttime operations, sometimes requiring overtime when necessary.
Supports the company strategies and department goals by accomplishing tasks as assigned.