Description

The Information Technology Support Specialist II will serve in an escalation support role and provide a layer of escalation support from the tier 1 queue. Assist and support the Tier 1 support technicians over a variety of issues and in particular support issues within the Citrix, Salesforce and Office 365 environments.

Major Duties and Responsibilities
Technical Projects

• Executes various technical initiatives as specified by IT Management.
• Serves as escalation support for new deployments and software releases.
• Deploys and tests technology in support of deployments and releases.

Technical Support

• Serves as escalation support for desktop support tickets related to hardware, software, network connectivity, and security issues.
• Cover the ticket queue as needed and assign, dispatch and resolve tickets.
• Sets up, installs, and configures technology solutions including desktop and laptop computers, telephones and phone software, mobile phones, peripherals, desktop software, and online services. Troubleshoots and resolve employees’ technology issues. Assist and train employees in technology usage.
• Application support for Citrix & Salesforce environments, remote user and email support.
• Manages technical inventory of hardware, software, licenses, subscriptions, and online services.
• Deploys technology in support of both new and departing employees.

Professional Development 

• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Contributes to team effort by accomplishing related results as needed.
• Completes training and certifications related to strategic goals.

Skills and Abilities

• Must have excellent writing, editing, organizational, and research skills as well as strong analytical skills.
• Knowledge of core systems and applications
• Interpersonal Effectiveness: Builds productive relationships with people of diverse styles and backgrounds by establishing rapport and listening effectively. Clearly conveys relevant information, both written and verbal.
• Resilience: Responds positively to changing business priorities, demonstrates flexibility in our changing work environment and is open to new ideas and approaches.
• Decision Making: Leverages experience, information, and judgment to make clear, rational, ethical and timely decisions while considering the appropriate degree of risk and impact on the business.
• Accountability: Owns actions, decisions, and results, both positive and negative, proactively take the initiative, and demonstrates personal resolve to fulfill commitments and deliver high-quality results within defined constraints.

Requirements

 Education and Training Guidelines

• Two-year or above college degree preferred, preferably in technology/business or equivalent.
• A Certification