Technical Support Specialist II

Careforth•UNAVAILABLE, Massachusetts

6d•Remote

About The Position

Under the primary direction of the Service Desk Manager, the Technical Support Specialist II performs special and diversified technical support and documentation for the company’s customers. The Technical Support Specialist II will be responsible for building, maintaining and troubleshooting corporate computing devices, servicing customers at all levels of the organization. This role will also work on various projects and IT operations tasks, including managing the new hire and termination process for all employees, creating training documentation and improving efficiencies. This role will also assist in the on-going assessment and research of current and new technologies, providing recommendations to management as needed.

Requirements

4-6 years of help desk support experience required
Proven PC Hardware Configuration and Troubleshooting skills
Experience with Office 365, Salesforce, Windows 10, and Android OS
Ability to communicate effectively both verbally and in writing

Nice To Haves

Associate’s degree (or higher) from an accredited college or university preferred
MAC Hardware Configuration and Troubleshooting a plus
Experience with network equipment a strong plus
Experience with mobile management device management software like MSFT Intune or equivalent
Knowledge of operating details of a HIPAA-compliant company is a plus
Experience with Jira and/or Remedy ticketing systems an asset

Responsibilities

Utilize ticketing system to track all support calls. Identify, research and resolve corporate and remote user PC issues and requests
Manage technical support cases related to laptops through phone, email submission, and in person. Troubleshoot computer backup and restore errors on users’ laptops as needed
Add/Remove/Modify accounts in Active Directory
Perform onboarding procedures for new users into all applicable systems, and provide training and documentation via phone, video chat, or in person
Perform the offboarding procedures for terminated employees ensuring that all core application and system access is removed, and equipment is returned
Maintain network printer setup and maintenance of the related equipment
Handle receipt and asset management for all IT equipment; Maintain records for all IT related hardware
Administer/setup and deploy mobile phones to users
Assist with the day-to-day maintenance of company’s PCs and Cisco IP phone system; MAC experience is a strong plus
Assist in on-going assessment and technology refresh of PCs; research and evaluate hardware and software options and provide recommendations for future improvements as needed
Create and maintain training documentations as needed
Perform other duties as assigned