• Provides 2nd level on-site technical support for foundational issue on hardware, software and service request
• Assesses, appropriately triages, and escalates tickets when appropriate to Senior Staff
• Obtains and evaluates all relevant information to handle product and service inquiries
• Processes requests and incidents escalated from the level 1 support
• Updates incident tickets through resolution and enters new incident tickets for walk-in/drive by request into the tracking system
• Assists customer with recovery issues
• Follows up on customer interactions with customer and internal IT staff
• Responds to and establishes communications and confirmations with incident reporting parties
• Takes steps to meet or exceed service level agreement (SLA) targets
• Provides courteous, efficient, and friendly service to all customers at all times
• Monitors and manages incoming service / incident requests and assigns appropriately
• Coordinates workstation build / deployment including interaction with customer for scheduling, obtaining required forms, confirming equipment & technical resource availability
• Develop basic to intermediate ‘how to’ documentation for customer use
• Review & update existing technical procedures to present to technical team for feedback, creates new technical document as needed
• Provide basic technical training on hardware and software to customers
• Partners and coordinates with IT Training Department to refresh training room equipment
• Provides 2nd & 3rd level on-site technical support for software and hardware environment and platforms for incidents and service requests as well as remote 2nd and 3rd level support to remote locations.
• Provides 2nd and 3rd level support for in-house developed applications or Common Off the Shelf (COTS) products.
• Provides SME consultation to business lines in planning their upcoming equipment refresh to determine budget for the following year
• Drives to successful resolution
• Collaborate with other support groups such as National IT and local ITS in identifying resolutions for incidents and/or maintenance activities, as needed
• Work with local and National Information Security teams to ensure security vulnerabilities are addressed and solution implemented
• Follows up on moderate customer interactions and brings customer issues to full closure, including root cause analysis
• Research and evaluates all relevant information to provide a solution that meets customer requirements for product and service inquiries.
• Responsible for determining and documenting resolutions into tracking system to identify trends
• Build, configure and deploy new workstations per defined standards and coordinates with customer on requirements
• Collaborates with the 1st level help desk to remediate escalated tickets and share best practices for agents to leverage for future customer interaction to resolve on first contact.
• Negotiates with customers on response time and problem solving resolution, including analyzing root cause to prevent the issues from surfacing
• Install, test and verify standard software packages including but not limited to Operating systems, and educate customer
• Monitors desktop performance and evaluates potential improvement in collaboration with desktop engineering SME
• Responds to and establishes communications and confirmations with incident reporting parties
• Creates and updates documented resolution, technical documentation, or procedures to a knowledge base
• Coordinates and executes technical requirements for business lines MACS (moves/add/changes) in collaboration with facilities planning
• Participates in project with limited complexity
• Demonstrates good judgment in identify and selecting appropriate methods and techniques to deliver the best solution
• Complexity
• Performs duties with minimal guidance or direction
• Uses established guidelines to resolve 2nd and 3rd level escalated technology issues
• Provides maintenance and support for moderately complex client products including software and hardware
• Works on problems of limited to moderate scope, following standard best practices and procedures in analyzing reported issues and/or requests

Quals--

Dedicated IT Support Specialist/Tech Support

• Previous C-level support-executive support-VIP level support
• Years of experience - 2 years
• Associate’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field, or equivalent work experience
• Typically requires 3 to 5 years of relevant technical or business work experience
• Demonstrated working knowledge of basic to intermediate hardware, software products, problem solving and diagnostic skills.