IT Support Center Specialist II

Benefits:

• Competitive salary
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Training & development
• Tuition assistance

Serves as the initial point of contact for IT user support needs. Troubleshoot customer technical incidents in a remote support environment and provide limited desktop support to clients to assist in resolving and/or analyzing reported incidents. Provides day-to-day supervision for staff according to their technical specialty and may provide technical training to clients and Support Center personnel.

• Representative Work Functions and Responsibilities
  • Provides a rapid response to reports of service interruptions, outages and service requests (incidents) received via multiple communications channels (telephone, e-mail, chat, instant messaging, and web).
  • Records required user and incident information in the Service Desk Management System;
  • tracks the status of open service tickets using the Service Desk Management System.
  • Establishes the priority of recorded incidents and resolve common client service requests using available resources;
  • determines the most effective manner to resolve the client’s reported incident.
  • Assists other Specialists and other technical support groups in resolving client calls, incidents, and service tickets as assigned within targeted service level objectives.
  • Elevates complex and/or high priority incidents to the appropriate support groups for resolution.
  • Verifies that suggested solutions effectively resolve the users’ reported incidents;
  • updates the Service Desk Management System with the most current information;
  • closes calls in the Service Desk Management System.
  • Maintains the technical information databases (knowledge base) used by the Support Center Manages specific individual projects as assigned;
  • may also be periodically assigned to work as a resource on a ComIT-managed Project Team and/or to serve as a subject matter expert for ComIT managed Projects.
  • Minimum Qualifications
    • Any combination of education and experience (above the high school level) equivalent to a minimum of three (3) years in fields utilizing the required knowledge, skills and abilities; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.
    • Must have, or obtain, a current and valid Virginia or North Carolina driver’s license in accordance with Virginia or North Carolina DMV driver’s license eligibility requirements.
  • Preferred Qualifications Recent work experience within a Technical Call Center/Support Center/Help Desk in a job role equivalent to Support Center Specialist, Help Desk Analyst, Service Desk Technician, Help Desk Technician or Tier 1/ Level 1 Support.