What are the responsibilities and job description for the IT Support Specialist II position at ICBD HOLDINGS LLC?
IT Support Specialist II — ABA Centers of America
Braintree, MA
Growth Opportunity
Are you an experienced IT professional looking to make the next move in your career with a growing, innovative company where you can truly make a difference in the lives of kids and families?
Our IT Support Specialist II provides technical support to maintain our computer systems and ensure optimal performance so that end users can maintain high productivity. The successful candidate will work with a team to execute a roadmap with specific tasks related to security, networking, phone system, system adoptions, etc.
What You’ll Do
- Provide first-contact support of incoming requests to the service desk via web portal, email, ticket system, and chat to ensure courteous, timely, and effective resolution of end-user issues
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
- Use remote tools and diagnostic utilities to aid in troubleshooting
- Research solutions through internal and external knowledgebase as needed
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
- Test fixes to ensure the problem has been adequately resolved
- Develop help sheets and FAQ lists for end users
- Contribute to technician knowledgebase and training
- Reinforce SLAs to manage end-user expectations
- Provide suggestions for continual improvement
- Support all levels of users, including executive support
- Act as Team Lead for other Technical Support Staff
