Technology Support Specialist II
About The Position
The Technology Support Specialist II will support the Tech Team in fielding issues and requests. Provide first line of support for any technology issues or requests. Support computers, laptops, tablets, phones, printers, network, applications, and all other company used technology. Interface with users remotely and onsite to assist in requests and provide support. Utilize excellent customer service skills and exceed employees’ expectations. Ensure proper recording, documentation, and closure in the ticketing system. Properly escalate unresolved inquiries/ tickets to the next level of support. Inform management of recurring problems. Participate in continuous business process redesign to improve internal operations. Establish yourself as a subject matter expert owning, optimizing, and advancing team processes. Create, maintain and update documentation, including knowledge base articles and SOPs. Serve as a resource for handling escalated issues. Identify and escalate situations requiring urgent attention. Stay up to date with industry trends and emerging technologies. Evaluate and recommend new technologies, software, or tools to improve support services. Develop and implement strategies to improve customer satisfaction. Mentor and train junior team members. And all other duties assigned by the manager.
Requirements
- A bachelor’s degree in computer science, information technology, or a related field.
- Knowledge of networking, protocols, and basic security principles.
- Able to troubleshoot basic network connectivity issues.
- Must be self-motivated, a team player and have a strong track record in customer satisfaction.
- Ability to learn and apply new skills in a constantly changing technical environment.
- Ability to prioritize and multitask in a fast-paced environment.
- Excellent problem-solving and communication skills.
- Quick learner to be able to use a ticketing system to log and track service requests.
- Must be authorized to work in the United States.
Nice To Haves
- Relevant certifications (e.g., CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft Certified Desktop Support Technician).
Responsibilities
- Provide first line of support for any technology issues or requests.
- Support computers, laptops, tablets, phones, printers, network, applications, and all other company used technology.
- Interface with users remotely and onsite to assist in requests and provide support.
- Utilize excellent customer service skills and exceed employees’ expectations.
- Ensure proper recording, documentation, and closure in the ticketing system.
- Properly escalate unresolved inquiries/ tickets to the next level of support.
- Inform management of recurring problems.
- Participate in continuous business process redesign to improve internal operations.
- Establish yourself as a subject matter expert owning, optimizing, and advancing team processes.
- Create, maintain and update documentation, including knowledge base articles and SOPs.
- Serve as a resource for handling escalated issues.
- Identify and escalate situations requiring urgent attention.
- Stay up to date with industry trends and emerging technologies.
- Evaluate and recommend new technologies, software, or tools to improve support services.
- Develop and implement strategies to improve customer satisfaction.
- Mentor and train junior team members.
- Perform all other duties assigned by the manager.
Benefits
- Company-paid Medical, Dental, and Vision insurance
- Short-Term & Long-Term Disability
- Life and AD&D insurance
- 401(k) with 5% company match
- Paid Holidays
- Paid Time Off
- Employee Stock Ownership Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
101-250 employees
