IT Support Specialist - Tier II
About The Position
The Gund Company has an immediate opening at our Amsterdam, NY manufacturing plant for a full-time IT Helpdesk Specialist Tier II to join our team! The IT Helpdesk Specialist Tier II will provide advanced Tier II technical support for onsite and remote users to ensure timely and effective resolution of hardware, software, and network-related issues. Serve as an escalation resource for complex incidents, perform in-depth troubleshooting, and support system stability and performance. Monitor support tickets, document solutions, and analyze recurring issues to contribute to continuous service improvement while delivering strong customer experience.
Requirements
- Advanced troubleshooting and resolution onsite for hardware, software, network connectivity, and system issues
- Respond to escalated Tier II incidents and ensure timely resolution
- Manage and resolve assigned support tickets within defined service levels
- Monitor ticket queues and prioritize workload to maintain efficiency and responsiveness
- Document issues, troubleshooting steps, and resolutions accurately within the ticketing system
- Identify recurring issues and contribute to proactive solutions to reduce incident volume
- Collaborate with Tier I support, infrastructure teams, and other departments as needed
- Support and maintain systems including Microsoft Windows OS, Microsoft Office, networking, server maintenance, and ERP systems
Responsibilities
- Provide advanced troubleshooting and resolution onsite for hardware, software, network connectivity, and system issues
- Respond to escalated Tier II incidents and ensure timely resolution
- Manage and resolve assigned support tickets within defined service levels
- Monitor ticket queues and prioritize workload to maintain efficiency and responsiveness
- Document issues, troubleshooting steps, and resolutions accurately within the ticketing system
- Identify recurring issues and contribute to proactive solutions to reduce incident volume
- Collaborate with Tier I support, infrastructure teams, and other departments as needed
- Support and maintain systems including Microsoft Windows OS, Microsoft Office, networking, server maintenance, and ERP systems
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
