IT Support Specialist II

Rosendin•San Jose, CA

4d•$38 - $51•Hybrid

About The Position

The IT Support Specialist II is responsible for IT support for the Regional Office and may be asked to support surrounding Regional Offices. This includes, but is not limited to, job sites in several locations.

Requirements

Must possess excellent written and verbal communication skills.
Excellent customer skills, including maintaining focus on the customer issues in a fast-paced environment with the ability to empathize with and prioritize customer needs.
Ability to perform in a dynamic and fast-paced and team environment
Must maintain technical competencies by staying current in new technologies.
Must be proficient at troubleshooting issues over the phone, with remote assistance tools, and in person.
Must be highly proficient in Microsoft Windows and the Microsoft 365 Suite.
Must be a team player with strong communication & customer service skills with the ability to stay on task when working independently.
Must be able to organize and manage multiple tasks in a fast-paced environment.
Must possess working knowledge and practical experience of the following technologies: Networking, Active Directory, Microsoft 365, Mobile Device Management, Cloud Storage, Local Server, Remote Software, Cyber Security, Conference Room AV, Cisco VOIP, and Video Conferencing software.
Previous experience using an enterprise ticketing system is required.
Demonstrated ability to use discretion and sensitivity when handling confidential information.
Must be a self-starter, proactive and be able to interface with end users and prioritize issues and manage user expectations.
Proficient at documenting processes and procedures.
Expected to prioritize and manage multiple tasks, changing priorities as necessary with a positive attitude.
Proven ability to interact effectively and professionally with all levels of employees, both management and staff alike, vendors, clients, and others.
Experience configuring iOS devices is required.
Demonstrated success taking direction and working independently.
Demonstrated ability to establish and maintain an effective follow-up system to ensure timely and accurate handling of information requests
Ability to be self-motivated, proactive, and an effective team player.
3+ years of practical IT experience required
Can be a combination of education, training, and relevant experience.

Nice To Haves

Experience with Cisco network equipment is a plus.
Engineering and Construction Related Industry Knowledge desired
System Administration and support experience would be desired

Responsibilities

Provide end-user support and problem resolution including but not limited to: AD accounts, cell phones, tablets, desktop computers, laptop/notebook computers, printers and other peripheral hardware, and software applications.
Utilize our trouble-ticketing system to document your work and facilitate communication with our clients.
Must adapt to the demands of Rosendin users including field personnel, office employees, and all levels of management to the senior level.
Cover the HelpDesk phone queue when needed.
Responsible for implementation, configuration, coordination, control, maintenance, troubleshooting, security, usage monitoring and the development of specialized systems and operational procedures.
Responsible for providing project management for new job site setups, to include assessing job site IT support requirements, circuit ordering and implementation, equipment ordering and delivery and continued support throughout the life of the job site.
Responsible for tier 1 local network and server support of assigned offices and job sites.
Act as an escalation point for junior technical IT staff.
Escalate higher level issues/tickets to IT Support Specialist 3 and/or Lead.