IT Support Specialist II

Summary

The IT Support Specialist II’s role is to support and maintain enterprise computer systems, desktops, and peripherals in a fast-paced legal environment. Duties include resolving end user support requests, troubleshooting hardware and software issues, documenting issues and resolutions, and conducting employee training.

To succeed in this role, you should have a friendly problem-solving attitude along with the ability to give clear technical instructions while practicing good customer service skills. You should also be familiar with remote troubleshooting techniques.

Essential Duties and Responsibilities

The following duties are not intended to serve as a comprehensive list of all duties performed, only general illustrations of the primary types of work that may be performed. Job descriptions are subject to change as the need of the firm and requirements of the job change. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the position. Essential duties include:

• Respond to, document, and resolve end user support requests.
• Troubleshoot hardware and software issues.
• Deploy and maintain enterprise hardware, software, peripherals, and presentation systems.
• Construct, deploy, and maintain enterprise software configurations.
• Liaise with vendors and support contacts.
• Proactively seek ways to help end users resolve problems and improve workflows.
• Perform other duties as assigned.

Administrative Duties:

• Develop and implement hardware and software configurations.
• Assist in developing device management strategies.
• Perform data backup, management, and restoration tasks.
• Employee Training:
• Create and revise user manuals.
• Train new employees on proper use of hardware and software.
• Conduct regular organization-wide trainings.

Skills and Minimum Qualifications

Education & Certifications:

• Bachelor’s degree in computer science or information technology, or 2 years of relevant work experience.
• CompTIA A certification.

Knowledge & Experience:

• Proven work experience as an IT Support Specialist II.
• Advanced knowledge of computer hardware systems, chipsets, memory modules, and peripherals.
• Knowledge of popular operating systems, software applications, and remote connection systems.
• Ability to solve complex hardware and software issues.
• Knowledge of various regulatory, security, and privacy standards. (HIPAA/HITECH, ISO 27001)
• Excellent interpersonal and customer service skills.
• Efficient written and verbal communication skills.

Personal Attributes:

• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to conduct research on hardware and software issues and products.
• Ability to communicate ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

Working Conditions

The worker is not substantially exposed to adverse environmental conditions (typical office or administrative work).

Physical Requirements

• Sedentary Work: Exerting up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly lift, carry, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
• Repetitive Motion: Making substantial movement (motions) of the wrist, hands, and/or fingers.