What are the responsibilities and job description for the IT Support Specialist II position at EDI Specialists, Inc.?
The IT Support Specialist (II) is responsible for providing primary technology support to the end-user community at our company. This role requires a robust background in endpoint, network, and general technology support, coupled with excellent problem-solving skills and a strong commitment to customer service. The position will also support IT departmental projects and continuous improvement efforts to ensure that IT is a value-added partner within our organization. Duties and Responsibilities (5% Plan, 20% Build, 75% Run) : Deliver high-quality customer service, maintaining professionalism in all interactions and serving as the first-line support for technical issues initiated by end users via phone, email, web portal, or in-person walk-up Diagnose and troubleshoot software, hardware, and network issues for desktops, laptops, peripherals, mobile phones, printers, telephones, and operational equipment Support software and equipment, including installation, configuration, updates, upgrades, replacements, and maintenance activities Prepare and complete onboarding and offboarding of end users Assist in maintaining the digital surveillance system Troubleshoot Office 365 related applications Assist in the management of Apple-related products (laptops, phones, and tablets) Guide users through step-by-step incident resolution remotely or in person, offering proactive advice for preventing future issues Document, track, and monitor incidents via the IT Service Management Platform to ensure incident resolution meets Service Level Agreements (SLA) Support operational technology equipment, including production labeling systems, label printers (Client), scales, and Client barcode scanners Provide basic training to end-users on IT equipment and best practices Collaborate with other IT team members to address complex issues and enhance overall department capabilities Support asset management including tracking, inventory, storage, and audits, to ensure accuracy and maintainability Regularly maintain and update technical documentation Participate in various projects aimed at improving IT systems and processes Travel to different offices, as necessary, to provide comprehensive IT support Participate in a rotating after-hour support schedule (low incidence environment) Other duties as assigned Qualifications and Experience : AA / AS or BA / BS preferred; HS Diploma or GED required CompTIA A , Network , or Security certifications preferred Minimum 3 years of experience installing, configuring, and maintaining hardware components in a network infrastructure and supporting (50 users) Strong attention to detail; passion for accuracy and granular details Ability to prioritize effectively and meet multiple deadlines Critical thinking : proactive identification of solutions rather than stating problems Proficiency in ticketing systems and Help Desk protocols Key Role Competencies : Communication, Interpersonal Skills, Critical Thinking, Customer Focus, Prioritization Understanding and implementation of PC hardware and software troubleshooting Ability to configure and troubleshoot basic switching and routing equipment Experience supporting corporate users with Microsoft products (Mac products optionally) Excellent customer service skills and a strong desire to help people Excellent oral and written communication skills Ability to work independently as well as part of a team Ability to work on multiple projects at once Accustomed to learning new skills and software Benefits Overview : Holiday Pay Paid Time Off Health Insurance Vision Insurance Dental Insurance Accident Insurance Life Insurance Flexible Spending Account (FSA) 401k
