IT Specialist II

Provide first level Desktop support for users at their Primary office, Secondary office, and remote jobsites. This includes installing, diagnosing, repairing, maintaining, and troubleshooting all PC hardware/software and related equipment, with occasional troubleshooting of other office components such as, but not limited to, multi-function devices, networking connections, and plotters. The position holder must be able to communicate clearly and concisely to customers ranging from executive level management to support staff plus vendors to help resolve issues. This position has some travel requirements that will be reimbursed by the company according to policy. The position holder must also be able to adapt quickly to changing situations, employ effective time management methods, possess strong phone customer service skills, operate quickly and accurately, function autonomously with little direction, and have a background in Windows OS plus understand the concepts of server/network fundamentals.

• Respond to Service Desk generated, tier one or two level tickets, perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions. Create tickets for all customer interactions for accountability and data tracking.

• Respond to Eastern time zone calls from 7am EST- 9am EST Monday – Friday.

• Maintain an inventory of all front/backend equipment for their assigned district.

• Act as business liaison in assigned districts by distributing time across locations by traveling to other locations as needed.

• Interface directly with IT management on various IT projects, such as remote jobsite and office mobilizations and de-mobilizations.

• Interface directly with IT management on all outstanding issues pertaining to their assigned district.

• Performs other related duties as assigned or requested

• Strong customer-service orientation.

• Technical knowledge of Windows 10, modern day desktop hardware and internal components, Active Directory concepts, and server/networking principles.

• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure, high paced environment.

• Willingness to learn to support routers, wireless access points, switches, UPS’s, PC’s, plotters, networked printers, VoIP phone systems, and multi-function copiers.

• Analytical and problem-solving abilities, with keen attention to detail.

• Hands-on hardware and software troubleshooting experience.

• Ability to operate tools, components, and peripheral accessories.

• Able to read and understand technical manuals, procedural documentation, and OEM guides.

• Ability to conduct research into PC issues and products as required.

• Effective interpersonal and relationship-building skills.

• Strong written and oral communication skills.

• Ability to present technical ideas and concepts in user-friendly language.

• Ability to follow company standards.

• Experience working in a team-oriented, collaborative environment.

• College diploma or university degree or current study in the field of computer science and/or 3-year equivalent work experience preferred.

We are an equal opportunity employer: We do not discriminate based on race, color, national origin, religion, creed, sex, sexual orientation, gender identity, disability, age, genetic information, marital status, military status, membership or activity in a local human rights commission, or status with regard to public assistance, or any other characteristic protected by applicable law.

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