Technical Support Specialist II

$54,080 - $79,040/Yr

Pc Solutions - Clovis, CA

Full-time - Mid Level

Clovis, CA

Professional, Scientific, and Technical Services

About the position

The Technical Support Specialist II is responsible for delivering high-quality IT services and support to clients, ensuring excellent customer service and timely responses to technical issues. This role is part of the Network Operations team and requires a tech-savvy individual who can thrive in a fast-paced environment while managing various support requests and projects.

Responsibilities

• Respond to escalations and requests for assistance from Tier I Technicians.
• Manage assigned tickets, projects, and support requests efficiently to meet department objectives.
• Communicate professionally with users to provide customer satisfaction.
• Provide information and status updates on assigned tickets to end users.
• Report issues to the Help Desk for triaging.
• Prepare and proof documentation for technical support issues or instructional use.
• Develop and maintain documentation for assigned responsibilities.
• Modify configurations and software settings for local workstations.
• Utilize and maintain Help Desk tracking software.
• Document internal standard operating procedures.
• Perform onboarding and offboarding requests.
• Check and validate integration issues for client applications.
• Install, test, and configure new workstations and software.
• Manage PC setup and deployment for new employees.
• Assign users and computers to proper groups in Active Directory.
• Perform timely hardware and software upgrades as required.
• Identify and respond to problems, troubleshooting and implementing resolutions on-site.
• Assist with the setup of configured firewalls, switches, and peripheral equipment.
• Monitor initial setup to ensure correct installation and continuity.
• Utilize monitoring software and tools for maintaining the Client's network infrastructure.
• Manage data backups and recovery.

Requirements

• CompTIA A+ Certification
• Advanced comprehension of network setups and configurations
• 2-3 years of experience in IT Service Team/MSP NOC Team environment
• Proficient in Microsoft Office365 applications (Outlook, Word, Excel, PowerPoint)
• Experience managing Microsoft Cloud technologies (Office 365, Azure)
• PSA/CRM experience (ConnectWise)
• Pathway to higher credential or certification within 2 years
• Historically clean motor vehicle driving record.

Nice-to-haves

• Experience in proofreading
• Ability to self-start and work independently
• Strong problem-solving skills
• Excellent customer service and communication skills

Benefits

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid holidays
• Paid sick leave
• Paid vacation time
• Company sponsored luncheons
• Fully stocked kitchen