Technical Support Specialist II
About The Position
Provides customer with technical support for computer, application, system, device, access and hardware issues, by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion. Builds relationships that maximize and complement individual abilities while achieving or exceeding service needs. Assists in creating and maintaining user facing FAQs, administers user access groups, user security settings, and end point security on a daily basis. Works with third-party support and equipment vendors in matters of warranty, and off site support. This also includes assisting the users in troubleshooting specialized applications installed on Ring Power computers. Adheres to and enforces IT policies and procedures, and recommends process changes that improve the implementation, maintenance and support all IT equipment and software. Walks the customer through the resolution process so they may be empowered to resolve the same issue should it occur again. Completes project work or tasks as assigned by manager that aren't directly related to a ticket. Escalates customers inquiries appropriately to third level support, where an inquiry cannot be resolved to a customer’s satisfaction. Communicates all work being performed and subsequent resolution to the customer using company provided software and tools. Performs other duties as assigned.
Requirements
- High School diploma or GED
- 3-4 years experience
- Able to easily and effectively comprehend written material and communicate orally and in writing with employees and customers.
- 3 - 4 years of PC Support & IT Specialized Certifications.
- Moderate experience in Microsoft based networking applications and protocols, MS Office, Office 365, IBMi Client Access Emulator (AS/400), Hardware/Software troubleshooting.
- Moderate experience in hardware/OS/software installation, troubleshooting, and maintenance.
- Moderate experience installing, configuring and maintaining Windows Desktop Operating Systems.
Nice To Haves
- Specialized Training or Certification, A+ certification, Network+, preferred.
Responsibilities
- Provides customer with technical support for computer, application, system, device, access and hardware issues, by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion.
- Builds relationships that maximize and complement individual abilities while achieving or exceeding service needs.
- Assists in creating and maintaining user facing FAQs, administers user access groups, user security settings, and end point security on a daily basis.
- Works with third-party support and equipment vendors in matters of warranty, and off site support.
- Assists the users in troubleshooting specialized applications installed on Ring Power computers.
- Adheres to and enforces IT policies and procedures, and recommends process changes that improve the implementation, maintenance and support all IT equipment and software.
- Walks the customer through the resolution process so they may be empowered to resolve the same issue should it occur again.
- Completes project work or tasks as assigned by manager that aren't directly related to a ticket.
- Escalates customers inquiries appropriately to third level support, where an inquiry cannot be resolved to a customer’s satisfaction.
- Communicates all work being performed and subsequent resolution to the customer using company provided software and tools.
- Performs other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
