What are the responsibilities and job description for the IT Support Specialist II position at Gehan Homes LTD?
At Brightland Homes, LTD. we pride ourselves on our culture and our ability to make our company a place where employees enjoy coming to work each day. We believe hard work is important but we also know balance is essential. We encourage employees to become their best, both personally and professionally. Everything we produce is a result of the hard work and talent of our team members. We believe that when good ideas are shared, even better things can happen.
The Company offers numerous options to help its employees achieve their financial, professional, and wellness goals including:
- Medical, dental, and vision insurance options
- Paid time off
- Company-provided life insurance policy
- 401(k) plan and match
- Gym membership reimbursement
- Career development and opportunities for advancement
- Charitable activities and more
Position Purpose:
The IT Support Specialist II is responsible for delivering exceptional customer service and ensuring a positive end-user experience through efficient troubleshooting and resolution of technical issues. This role prioritizes effective ticket management, prompt communication, and accurate documentation to maintain and improve IT support processes. Collaboration is central to this position, requiring close teamwork with colleagues in a dynamic environment to share knowledge, develop & refine workflows, and enhance overall support efficiency and consistency.
General Duties and Responsibilities:
- Act as the first contact for support tickets, ensuring swift and effective solutions.
- Offer Tier I and Tier II customer service and technical support for hardware and software, maintaining high user satisfaction.
- Provide IT support services for user account setup, system patching, antivirus, imaging, and maintenance across PC and Mac platforms, as well as video conferencing equipment, printers, copiers, phone systems, and general IT hardware/software.
- Adhere to Standard Operating Procedures (SOPs) and escalate complex issues as necessary.
- Manage individual workflow efficiently and maintain an updated ticket queue using the IT ticketing system.
- Offer mobile support for iOS and Android devices.
- Provide on-call support during after-hours and weekends as required.
- Review, update, and maintain documentation to ensure alignment with internal processes, workflows, and training materials.
- Assist users with VoIP phone systems.
- Track hardware and software inventory and manage Microsoft 365 & Azure Active Directory account creation and maintenance.
- Monitor infrastructure issues, resolve them, or escalate to higher support levels as needed.
- Maintain an exemplary record of attendance and punctuality.
- Other duties as assigned.
Qualifications:
- 4 years of professional experience in desktop support (support Windows 7 & Windows 10)
- Certifications preferred - A / Net / Sec / MCITP / MCP / MCDS
- Experience in ticket management using an IT Service Management (ITSM) or equivalent ticketing system
- Must be able to multi-task in a fast-paced work environment
- Must have excellent organizational and time management skills
- Must be detail-oriented
- Proven ability to troubleshoot and solve problems in a production support environment, process analytical skills
- Technical Support and/or Help Desk experience, Call Center experience (assisting users over the phone)
- Experience supporting a VMware environment
- Experience with Duo (or any two-factor authentication tool experience)
- Experience with Cisco Secure Client VPN (or any VPN service experience)
- Able to work on call some nights and weekends
- Able to develop and maintain positive and cooperative work relationships
- Excellent interpersonal and communication skills
At Brightland Homes, LTD. employment opportunity is based upon personal capabilities and qualifications without regard to race, creed, color, religion, sex, age, ancestry, national origin, disability, veteran status, pregnancy, genetic information, sexual orientation, gender identity, or any other protected characteristic as established by law.
If you require a reasonable accommodation to apply for this position please contact Brightland Homes' corporate offices at 972-383-4300.
