IT Support Specialist II

Reporting to the Corporate Director of Information Technology, the IT Support Specialist II is responsible for providing technical assistance to computer system users and performing problem determination and resolution for all end-user support. The IT Support Specialist II assists in designing, installing, maintaining, and generally supporting the user environment. Technical support is provided to users via e-mail, phone, the support ticketing system, or other methods. The technology used within the organization will be managed appropriately, elevating complex inquiries to the appropriate parties. This position serves as an escalation point for Level 2 support and is responsible for maintaining and supporting desktop hardware, software, network connectivity, and enterprise applications.

Duties and Responsibilities 

• The IT Support Specialist II will be expected to accept trouble reports and resolve or dispatch them to the appropriate team member.

• Will be required to work directly with users to resolve reported issues.

• Troubleshoot networking and user-end problems.

• Maintenance and monitoring of the network connectivity among users.

• Reporting and escalating requests to enforce policies.

• Perform advanced troubleshooting on support requests to determine the appropriate course of action.

• Performs routine tasks using experience and judgment, occasionally under the supervision of a more experienced team member.

• Performs documentation creation and updates.

• Perform and maintain procedures for preparation and deployment of user equipment as well as decommissioning of equipment.

• Perform research related to systems and services to develop/discover processes for implementation. Includes, but not limited, to scripting to improve processes and turnaround times.

• Maintain accurate inventory of supplies and equipment such as laptops, desktops, monitors, printer consumables, etc.

• Assist with installation and maintenance of the company’s systems under supervision of a more experienced team member.

• Performing data recovery under direct supervision of a more experienced team member.

• Installation, Configuration, & Support for LAN, WAN, WIFI and Internet

• Tracking IT Support Tickets and providing solution as per ITIL methodology

• Provides 1st-level support with Wireless systems, Cell phones and IOS based mobile devices.

• IT Asset management and Procurements

• Assists in training users in the proper procedures in data systems usage with security awareness in mind.

• Responsible for Installing only Licensed Software/Tools on End User Systems & Compliance Management

• Assist with tasks and projects as requested by IT Manager.

• Provides support, answers user inquiries regarding computer software or hardware operation, and works with users to resolve problems.

• Diagnoses computer problems and installs hardware and software upgrades.

• Sets up company computers and laptops for employees.

• Installs and performs minor repairs to hardware, software, or peripheral equipment, following installation specifications.

• Replaces toners on printers and copiers, changes passwords, sets up accounts for new users.

• Sets up cell phones, configures email, and assists and troubleshoots a variety of IT systems.

• Maintains records of repairs and technical assistance rendered and conducts follow-up to ensure satisfaction with service.

• Maintains baseline image of standard client workstation configuration which includes both desktop PCs and notebook computers (networked and standalone).

• Advises IT Director of any potential problems for immediate team resolution.

• Ensures the physical condition of the premises is maintained in a safe, healthy, and clean manner.

• Performs other duties as may be needed.

• Associate degree in Computer Technology, Network Administration, Network Communications, or related field or four (4) years of verifiable qualifiable employment experience or a combination of education and verifiable qualifiable employment experience in the Computer Science field required.
• Networking and CompTIA related certification required within one year. Includes, but not limited to, A , Network , Cisco, and other related certifications.
• Strong interpersonal and communication skills, including the ability to explain advanced procedures in writing or verbally. 
• Must have the ability to research and assist with composition of purchase justifications and make presentations to an internal audience.
• Possess the ability to independently solve problems; should have a strong sense of self-direction.
• Strong skills with Windows operating system commands and utilities.
• Basic understanding of networking concepts.
• General understanding of server, laptop, printer, and other hardware and software.
• Understanding of distinctions between system processes/services and user processes, local and network resources, and resource sharing, as well as basic networking concepts and practices.
• A comprehensive knowledge of PCs, printers, networks, and networking devices required.
• Knowledge of desktop and notebook computer platforms required.
• Demonstrated ability to communicate effectively, both verbally and in writing.
• Must possess verifiable knowledge of Microsoft Office and Windows operating systems, and virus detection software.
• Must possess verifiable knowledge of computer system installations and servicing, troubleshooting, problem determination, and restoration techniques.
• Must have knowledge of cabling, Wi-Fi, and Internet browsers.
• Must be well organized with excellent attention to detail.
• Must possess ability to maintain confidentiality. 
• Must have valid driver’s license.
• Must have physical ability to climb ladders, lift and manipulate objects up to 40 lbs., and perform tasks on all areas and aspects of IT projects.
• Ability to work independently with limited supervision.
• Ability to comply with all other requirements as specified within the management level PCIFS Personnel Policies and Procedures.