What are the responsibilities and job description for the IT Support Specialist Level2 position at Point Eight Power?
Position Summary: The IT Support Specialist II plays a vital role in ensuring the smooth operation of IT services within Point Eight Power. This position involves direct interaction with users, managing hardware and software, and collaborating with external vendors to resolve technical issues. This role will be required to be onsite and travel between Belle Chasse, LA and Bay St. Louis, MS.
- Handle and resolve tickets assigned by the MSP, ensuring timely resolution within service level agreements (SLAs). Escalate complex issues as needed.
- Set up and configure new workstations, perform hardware troubleshooting and repairs, and manage local peripherals and security hardware.
- Assist with software installations, updates, and troubleshooting, including common issues like password resets, account lockouts and application errors.
- Maintain an accurate inventory of IT assets, track hardware lifecycles, and support the procurement of new equipment.
- Provide on-site support for user queries and issues, conduct training sessions for new software and systems, and serve as the primary contact for IT-related concerns.
- Perform basic network troubleshooting, assist with Wi-Fi access, and manage physical network infrastructure.
- Ensure compliance with IT policies and procedures, maintain the physical security of IT assets, and report any security incidents promptly.
- Keep detailed records of IT activities and resolutions, provide regular updates to the Director and MSP, and contribute to the knowledge base.
- Collaborate closely with the MSP and external vendors, assist with remote troubleshooting, and support larger IT initiatives.
