What are the responsibilities and job description for the IT Technical Support II position at ADVANCED RESOURCES LLC?
Position Overview:
The IT Technical Support II will troubleshoot, coordinate, and resolve hardware and systems-related incidents while maintaining communication throughout the process. The role requires both technical and interpersonal skills, as the individual will be responsible for the onboarding/offboarding processes and providing helpdesk support within an airport development group.
Key Responsibilities:
- Help Desk Support: Responding to customer emails, diagnosing system issues, and ensuring timely communication of production outages/incidents.
- Incident Handling: Analyzing and documenting outages/incidents and escalating issues based on severity.
- Ticket Management: Using Freshdesk, IT Service-Now, or other tracking applications to submit service or application requests.
- Onboarding & Offboarding: Managing new employee setups and the exit process.
- Hardware & Software Installations: Installing and upgrading hardware and software components as necessary.
- Event Support: Offering IT support at division-wide events.
- Training: Providing training for new department staff and assisting with computer orientations.
Hardware & Infrastructure Expertise:
- PC Troubleshooting: Experience with diagnosing hardware failures (motherboards, power supplies, memory, etc.) and performing upgrades and replacements.
- Network Troubleshooting: Familiarity with resolving common LAN/WAN issues, including cabling faults, router configurations, and VPN issues.
System & Software Experience:
- Windows OS: Installing and configuring Windows 10 and 11 operating systems and applying updates.
- Microsoft Office 365 Suite: Knowledge of deploying, troubleshooting, and supporting Microsoft Office applications like Word, Excel, and Teams.
Physical & Other Requirements:
- Lifting: Ability to lift up to 40 lbs.
- Communication: Strong verbal and written communication, especially when explaining technical concepts to non-technical users.
- Organizational Skills: Ability to prioritize and manage tasks, providing status updates to clients and management.
- Mobility: Must be able to visit various sites on the campus to provide technical support.
Education & Experience:
- Preferred Education: A Bachelor’s degree in computer science or a related field, or equivalent experience (10 years).
Additional Considerations:
- Flexibility in work shifts may be required.
- The candidate may be assigned additional responsibilities and duties as needed.
This role is a great fit for someone with strong technical troubleshooting skills, the ability to work independently, and a focus on helping both internal staff and clients with IT-related needs. If you have experience in IT support or are comfortable working in dynamic environments with various tasks, this role may be an excellent opportunity.
Salary : $99,465 - $104,000
