IT Support Specialist Tier II

ControlAltProtect•Starkville, MS

7d•$60,000 - $75,000•Onsite

About The Position

Client Secure IT Partners is looking for an experienced technician that can provide second-level technical support to end users. The primary objective of this role is to troubleshoot complex issues and work with other technical teams to identify causes and develop solutions generated by client support requests via ticket, email, phone and dispatched to other site locations when necessary. Your ability to communicate effectively and provide exceptional customer service will be essential in fostering a positive user experience. You will work in a fast-paced environment where collaboration and teamwork are vital among all of our teams. Experience with healthcare IT is required.

Requirements

2-4 years of experience in a technical support role
Proven/practical hands-on experience that includes incident management, diagnosis, troubleshooting, tracking, escalation and resolution for hardware and software issues relating to computers, laptops, mobile devices, and related peripherals.
Strong familiarity with Windows desktop operating systems.
Strong familiarity with Microsoft Office suite of application.
Strong analytical and problem-solving skills, with the ability to diagnose and troubleshoot complex issues.
Excellent customer service skills and the ability to communicate technical information to non-technical users, including understanding how to de-escalate, how to soothe and how to deliver the most efficient solution.
Demonstrates professional verbal and written communication skills, able to speak with authority and can provide accurate and detailed written reports and documentation.
Strong familiarity with Unix operating systems.
A working understanding of cyber-security methodologies and toolsets.
Highly motivated and desire to continually learn new technologies.
Maintains currency and high-level of technical skill in field of expertise.
Experience with healthcare IT is required.

Nice To Haves

Technical Certification OR Associate’s degree or higher in a related field, preferred
1 year in a Tier 2 or higher support position preferred.
Experience with Kubernetes, Docker and Cloud infrastructure (e.g., AWS) is beneficial, but not required.
Experience with Mac OS and iOS is preferred, but not required.
Familiarity with RMM tools is a plus, but not required.

Responsibilities

Provide advanced technical assistance and support for complex issues related to computer systems, software, hardware, and network environments.
Respond to support tickets in a timely manner and provide in-depth documentation of all relevant information, including issues, resolutions, and escalations.
Interface with end-users professionally and regularly regarding the troubleshooting and resolutions of their issues
Troubleshoot and resolve issues related to server infrastructure, network connectivity, software applications, legacy infrastructure, and equipment configuration.
Work with other technical teams to identify root causes of and develop solutions for complex issues.
Participate in the implementation of new systems, applications, and environments.
Recommends systems modifications to reduce user problems.
Maintain accurate inventory records for all hardware and software assets.
Performing quality assurance follow-up with clients/end users
Follows documented processes and procedures and reporting as needed.
Understands how to use CRM/PSA software.
Contributes to the team in an effort to share knowledge, document procedures and SOPs and provide training where required.
Mentors and leads junior specialists.
Occasional after-hours support will be necessary.
Performs other related duties as required.