Position Summary: The IT Support Specialist II is responsible for assisting customers seeking technical assistance over the phone or email. Responsible for the development, operations, and support of the various software including upgrades, patches customizations, testing and other technical projects as assigned. This position allows for the development and training to evolve in IT, including Network, writing business requirements, and development. This person will assist in on/off boarding staff.

Essential Functions:

• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Troubleshoot and resolve all problems encountered with hardware and software. Escalate requests to the appropriate party, as needed. Replace or repair defective parts and equipment.
• Provide desktop/laptop support including new hardware setup, imaging, and deployment.
• Provide minor telecom system support including mobile devices, voicemail and user programming.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Determining the best solution based on the issue and details provided by customers.
• Assists in the set-up employee workstations and accounts. Perform configuration of end-user workstation, software, and peripherals, including onboarding and offboarding.
• Assists in providing access and permissions to user accounts. Including on/off boarding.
• Brings up issues that are unable to be resolved within established guidelines to the appropriate group for proper corrective action.
• Assist in design, implementing, and maintaining customizations IFS to meet evolving business needs, including reports, saved searches, KPIs and dashboards, scripts, workflows, and custom records.
• Support cross-functional teams within the IFS environment.
• Develop technical, functional, and strategic artifacts such as solution diagrams, business requirements, and business cases to support delivery of the projects across the organization.
• Actively participate in system enhancements, including requirements gathering, development, data validation, documentation, build, user support and training, and on-going application maintenance.
• Learn and maintain up-to-date knowledge of IFS functionality, Office Products, 8x8 phone systems, Active Directory
• Monitor and investigate phishing threats.
• Adapt to changing expectations and project demands. Develop a client first mindset. Become well versed in the internal consulting methodology and frameworks.

Knowledge & Skills:

• Working knowledge of computer systems, Windows/Mac OS, MS Office suite, mobile devices (iOS/Android)
• Experience with Active Directory Administration, DNS, DHCP, and Group Policy Administration*
• Ability to work and collaborate with a team while also being able to operate independently when required.
• Ability to multi-task in a fast-paced environment.
• Demonstrated experience with Knowledge Management & Help Desk Triage
• Self-starter/Self-directed*

Minimum Qualifications:

• Associates or Bachelor’s degree in Computer Science, Information Technology or Business
• Minimum 2 years of experience in IT
• Knowledge of the Windows family of products, including Microsoft Office - Office 365
• Excellent customer service skills with the ability to manage changing priorities.
• Help desk and/or technical support experience.
• Strong Excel skills as this position has a great deal of report building responsibility objectives and timelines.
• Assist in testing of client software.
• Strong written and oral communication skills and ability to create end user documentation.
• SQL and Crystal Reporting.
• Excellent interpersonal, customer service, and communication skills via email, phone, and face to face required.
• Strong attention to detail.
• Proven experience in similar IT role.
• Experience analyzing nontechnical requirements, performing Root Cause Analysis, and working with stakeholders to resolve issues.
• Experience working in fast moving and complex projects, with multiple dependencies and varying stakeholders.
• Able to see the high-level view of the project, while diving into the details to identify and fix bugs/issues.

Physical Requirements:

• Must be able to lift 25 lbs. unaided.
• Must be able to sit for extended periods of time.
• Must be able to type, bend and reach.
• Must be able to travel at least 5% of the time

Environment:

• ·Typical professional, office setting.
• Must be able to manage varying levels of stress.

All duties and responsibilities are essential job functions and requirements of this position. These are subject to possible modifications to accommodate individuals with disabilities. To perform this job successfully, the team member(s) will possess the skills, aptitudes and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skill and abilities for this position. This in no way states or implies that these are the only job duties to be performed by the team member(s). Team member(s) will be required to follow any other job-related assignments, instructions and duties instructed by authorized personnel.

Job Type: Full-time

Experience:

• Help desk: 1 year (Preferred)

Ability to Commute:

• Hamden, CT 06514 (Required)

Work Location: In person