What are the responsibilities and job description for the Onsite Support Specialist II position at C Spire?
Overview
The Onsite Support Specialist II role provides onsite technical support to a specific C Spire Business customer that has existing service/support agreements. Some advanced technical experience is necessary, but more importantly, this should be an individual who is eager to learn, highly customer focused, patient, an effective communicator, self-initiating, has a positive attitude, and is able to prioritize and execute tasks without micro-management. The role will involve desktop and systems administration support.
“Customer Inspired” isn’t our slogan — it’s our driving force, and not everybody is built for it. While we all bring our own strengths and skillsets to the table, there are some traits every C Spire Team Member needs to have:
- A relentless obsession to be the best in our industry
- A winner mentality determined to outsmart and outdo competitors
- A single-minded commitment to unbeatable customer experiences
- An unapologetic passion for innovation and technology
- An uncompromising drive toward continuous improvement
- A steadfast devotion to doing the right thing the right way
- A deep-seated dedication to accountability and ownership
Responsibilities
- Manage Service Requests, Incidents, and Problems through a ticketing system.
- Help ensure day-to-day operations of IT Infrastructure.
- Answer inbound service calls as necessary.
- Advanced troubleshooting and administration of Windows-based applications, Operating Systems (Desktop and Server), and Server Roles (AD DS, DHCP, DN, DFS, Print Server, File Server, Terminal Server, etc.).
- Administer and troubleshoot Citrix Servers.
- Administer and troubleshoot VMware.
- Administer and troubleshoot database technologies/software.
- Perform advanced troubleshooting of WiFi/network.
- Lead periodic technical meetings.
- Provide coaching and feedback to junior staff.
- Any other task or duty as assigned or required.
Qualifications
- REQUIRED
- Candidate should have Associates or higher degree in Computer Science or related field OR an industry standard certification OR equivalent level of experience to parallel industry standard certifications
- Candidate should have some professional experience supporting Windows desktops and/or servers
- 1 year of relevant work experience supporting and troubleshooting networking issues
- Intermediate to advanced level MS Office experience with installation, troubleshooting and training
- Proficient in written and oral communication (English)
- Reliable daily transportation to and from client's work location
- PREFERRED
- 3 or more years of relevant work experience providing customer facing support or support in a Call Center environment
- Excellent Customer Service skills
- Experience working in a medical environment
- Experience working in Electronic Medical Records/Practice Management
- Networking/switching/server hardware
- A , Network Certifications
- Windows 7, Windows 8, Windows 10
- Server 2008, Server 2012, Server 2016
- Active Directory
- Terminal Servers
- Citrix XenApp, Citrix XenDesktop
- Domain printer troubleshooting and maintenance.
- Administer and troubleshoot Citrix Servers.
- Administer and troubleshoot VMware.
PHYSICAL REQUIREMENTS/WORKING CONDITIONS: Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen. Must be able to lift 15lbs, have finger/wrist/arm mobility, and finger dexterity. Must be able to work a flexible schedule shared by other department members. Ability to work after hours or on weekends as needed.
