Position Overview:

IT Support II will be working directly with customers over phone/email and in person to identify support issues and with the development team to resolve those issues.

Essential Job Functions:

Monitors helpdesk email, phone, and ticketing system for incoming requests for assistance from customers and work with customers to identify relevant problem details.
Provides investigation, diagnosis, resolution, and recovery for Level 1 and 2 support request problems.
Perform duties with autonomy.
Can be first point of contact and day-to-day technical support to end users.
Takes ownership of user problems, follows up the status of problems on behalf of the user, and communicates progress in a timely manner.
Enter data into the tracking system.
Interact with customers in a courteous and professional manner.
Provides user access service.
Escalates problems when necessary.
Provides significant input during project planning and requirements phase.
Assists management with monitoring expenses.
Consults with users, to determine hardware, software, or system functionality issues.
Manages the deployment of new or upgraded images, software, and hardware for multiple clients.
Plans and schedules the installation and deployment projects.
Make decisions on configuration options.
Assists in the planning, building, upgrading, and maintenance of client technologies.
May perform configuration changes, updates, and upgrades.
Provides on-going support of client technology.
Provides technical support for meetings that include video conferencing.
Monitors and communicate system status.
Diagnose and resolve client workstation and mobile device hardware and software issues.
Diagnoses and resolves customer application issues.
Initiates and completes outcome investigations into problems.
Creates and implements temporary solutions until permanent solutions can be executed.
Assist systems, programming, and vendor professionals, as needed to resolve problems.
Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
Monitor service-level objectives to ensure that requirements are met or exceeded.
Explain service procedures to clients.
Follows up in a timely manner to ensure customer satisfaction.
Identifies recurring and potential problems and notifies team members.
Recommends procedures and controls for service improvements.
Conducts testing based on and related to user or system design specifications.
Provides training to less experienced technical support staff and end users on usage of software and equipment.
Creates, modifies, and reviews documentation of issues resolutions.
Alerts team members about recurring problems.
Communicate updates on issues in a timely manner to ensure customer satisfaction and productivity.
Assists in root cause analysis and problem management with development and implementation teams.

Mentors less experienced staff in a specific area of expertise.

Requirements:

High School diploma or GED
At least three years of experience in Help Desk environments

Other Skills/Abilities:

Good problem-solving skills
Excellent communication skills, both written and verbal
Critical thinking
Ability to work well under pressure.
Good interpersonal skills

Physical Demands:

Able to lift up to 50 lbs.

Disclaimer

NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.

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