System Support II

Coast Professional, Inc.•Voorhees Township, NJ

5h•Onsite

About The Position

The System Support II is an end user support position whose activities include: handling user support inquiries across various mediums (phone/chat/email) as well as providing on-site support services; logging and resolving tickets for incidents/requests and problems; performs project deployments and other day-to-day business activities associated with end user equipment (desktops, laptops, tablets, phones); accurately maintain inventory controls; assists the System Administration team in the design, delivery, administration, and improvement of in-house software and applications training programs; provides feedback on corporate standards to ensure they are deployed in an effective manner; participates in end user testing scenarios; escalates issues to appropriate personnel for next level support. Provides feedback and configuration assistance of the ticketing system to designated IT Management.

Requirements

1+ years of experience as Coast System Support
1+ years of experience utilizing ticket systems, providing desktop support and/or technical support for users either locally or remote based; experience authoring and updating both end user and technician facing documentation.
Technical mastery in the areas of Hardware/Software, Network/Remote Access technology, Account administration.
Business Analysis Knowledge: Skilled to work in a fast-paced environment. Must have strong analytical and problem-solving skills.
Customer Service: Skilled to communicate with all levels of management, internal and external customers.
Ability to work well as a member of a team or independently.
Effective Business Communication: Skilled in communicating with technical and business constituencies in writing effective business specifications and requirements.
AA/AS – Associate’s Degree preferred. In lieu of degree should have additional 2 years of IT experience.
Microsoft Technology Associate; Microsoft Certified Solutions Associate; Microsoft Office Specialist (MOS); CompTIA A+ / Network +; ITIL foundations preferred.
U.S. citizenship and security clearance granting access to classified information.

Responsibilities

Escalation point for Jr System Support 1 and assisting end users with their various technology needs, including the troubleshooting and remediation of hardware, application installation, upgrades and support; provide basic "how-to" knowledge transfer to users; interface with various IT departments for escalations.
Perform activities involved in the setting-up, relocation and termination of staff and office spaces; manage the setup of conference and training rooms; deploy equipment to new hires/transfers/promotions and plan for new equipment if required; ensure workspaces are properly configured.
Provides project deployment services in support of Coast’s growth and ongoing system maintenance. This includes equipment configuration and dispersal, application and patch deployment, large scale hardware deployments and end user support.
Appropriately document issues and resolutions in IT ticketing system; promote team spirit through knowledge sharing and collaboration; update knowledgebase, processes and procedures; promote system integrity and compliance through utilization of appropriate management tools to validate systems have the correct patches, anti-virus, encryption, licensed applications, etc.; Applies current inventory controls to ensure necessary equipment is on hand to meet business needs, expedite project rollouts and maintain asset deployment accounting.
Provide end user deployment services in support of project roll-outs; participate in the development of standards and processes under the direction of Release Management.
Functions as team training lead – maintains the active Knowledge Base – HOWTO – User Documentation.
Provides Ticket coordination and works with Team manager on ticket assignment, review, and work distribution (when directed).
Coordinates and maintains equipment warranties and as required handles hardware repairs with vendors.
Security – an essential part of the position. This includes (but is not limited to) promoting – safeguarding – implementing – establishing Coast physical and IT security. Examples of these duties include - maintaining the security of our end-point technologies – reviewing and reporting on system logs.
Participates in Afterhours On-Call rotation to assist users outside of normal business hours
Performs other tasks as assigned by management.