IT Technical Support Specialist II

Kansas City National Security Campus•Kansas City, MO

1d•Onsite

About The Position

The IT Technical Support Specialist II ensures customers receive helpful service and timely responses to IT support requests and questions. The role focuses on providing high-quality, timely, and consistent customer experiences across support channels, including in-person, email, chat, phone, web-based support, tools and applications, support documentation, virtual demonstrations and training, and in-person meetings or events. The specialist handles escalated Tier 1 tickets, troubleshoots and resolves hardware, software, and process issues, records and closes customer inquiries, and escalates issues requiring more detailed analysis. The position also supports IT asset management, audits, training, service improvements, and coordination with other personnel on complex support matters. The job is on-site at the Kansas City National Security Campus, with travel of up to 5% stated in the requirements; the posting’s additional information lists travel required as 0–10%.

Requirements

High school diploma.
Two or more years of related information technology experience.
Ability to travel up to 5% of the time.
U.S. citizenship.
Ability to work on-site as directed by management and as determined by business needs.
Regular and reliable attendance.
Ability to obtain and maintain a U.S. Department of Energy security clearance; some positions require additional DOE designations.

Nice To Haves

Associate degree in a computer-related field or equivalent IT work experience.
Demonstrated experience using ServiceNow’s ticketing system in a medium- to large-size company.
General knowledge of desktop computer systems.
Intermediate skills in identifying and resolving technical problems.
Skill in using operating system software, companion software, and utilities.
Effective communication, interpersonal, and customer-service skills.
Some positions within this classification may require unique computer skills.

Responsibilities

Handle tickets escalated from Tier 1.
Perform customer support, training, and troubleshooting for various IT services.
Interact with customers and troubleshoot and resolve hardware, software, or process problems via phone, chat, email, or in person.
Escalate issues that require more detailed analysis to more experienced personnel.
Receive and record customer inquiries regarding IT-related problems or services.
Notify customers when problems have been resolved and record ticket closure entries.
Assist in evaluating and recommending hardware, software, processes, and services to improve IT support.
Perform IT asset management activities, including identifying and labeling new assets, requesting purchases, and maintaining associated documentation in IT asset management tools or systems.
May perform periodic audits with internal and external auditors.
Complete customer support tasks and assignments given by more senior personnel.
Coordinate assistance from others for highly complex technical support areas.
Assist with training activities for capabilities that support business and customer needs.