General Summary of Duties:

As an IT Support Specialist 2, you will play a crucial role in providing technical support and assistance to end-users experiencing IT-related issues. You will serve as a point of contact for troubleshooting and resolving common hardware, software, and network problems, ensuring timely and effective resolution to maintain user productivity and satisfaction.

This position is a hybrid work environment after the initial onboarding phase.

Responsibilities:

Technical Support: Provide initial and sometimes escalated technical support to end-users via phone, email, or ticketing system, addressing inquiries, diagnosing problems, and guiding users through troubleshooting steps.

Issue Triage: Receive, prioritize, and escalate support requests based on severity and impact, ensuring that critical issues are promptly addressed while maintaining a queue of outstanding tickets.

Problem Resolution: Resolve technical issues encountered by end-users, including password resets, software installations, printer configurations, and connectivity problems, following established procedures and troubleshooting guidelines.

Documentation: Accurately document support requests, troubleshooting steps, and resolutions in the ticketing system and knowledgebase maintaining clear and concise records for future reference and knowledge sharing.

User Education: Provide instruction and guidance to end-users on IT best practices, software usage, and self-service resources to empower them to resolve simple issues independently and prevent recurring problems.

Hardware and Software Management: Assist with the setup, deployment, and maintenance of desktops, laptops, mobile devices, and peripheral devices, ensuring that hardware and software configurations comply with organizational standards.

Remote Assistance: Utilize remote support tools to troubleshoot and resolve technical issues for off-site users, providing virtual assistance and troubleshooting steps as needed to minimize downtime and disruption.

System Administration: Manage system administration duties to include administration and audit processes to ensure compliance standards adherence.

Collaboration: Collaborate with support specialists and other IT personnel to escalate complex issues, share knowledge, and coordinate problem resolution efforts to ensure timely and efficient support delivery.

User Communication: Maintain clear and professional communication with end-users regarding the status of their support requests, updates on issue resolution progress, and follow-up instructions to ensure customer satisfaction and confidence in IT support services.

Continuous Learning: Stay informed about new technologies, software updates, and IT support methodologies through training sessions, self-study, and participation in professional development opportunities to enhance technical skills and knowledge.

Qualifications:

• High school diploma or equivalent required; associate degree or technical certifications in Information Technology or related field highly preferred.
• 2 - 3 years of experience in a technical support role or customer service position, preferably in an IT help desk environment.
• Advanced knowledge of computer hardware, operating systems, productivity software (e.g., Microsoft Office), and common networking concepts.
• Familiarity with ticketing systems, remote support tools, and troubleshooting methodologies.
• Strong customer service skills, with the ability to communicate technical information clearly and effectively to technical and non-technical users.
• Excellent problem-solving abilities, with a patient and methodical approach to issue resolution.
• Ability to work independently and collaboratively in a team environment, managing time effectively and prioritizing tasks to meet service level agreements.

Benefits

• Major Medical Insurance
• Flexible Spending Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• Long Term & Short Term disability 100% paid by employer after 1 year
• Voluntary Term Life
• 401(k) Savings Plan
• Mutual of Omaha supplemental insurance
• Paid Holidays
• Paid Time Off