Information Technology - Technical Support Specialist II

ABOUT THE JOB:

As the second tier of the technical support team, work to troubleshoot, triage, and resolve user issues with desktop applications, network connectivity, computer hardware, and peripherals.  Enter and manage workload in our trouble ticket system; reviewing and responding to escalated end user requests.  Use remote management tools to diagnose problems. 

ESSENTIAL FUNCTIONS AND MAJOR RESPONSIBILITIES:

• Monitor ticket queue for new tech support requests, gathering information from end users to properly categorize and troubleshoot issues to for either resolution or escalation in a timely fashion
• Answer telephone calls to the tech support line and accurately transcribe information into a trouble ticket, capturing all relevant details and contact information
• Prioritize issues and task-switch as new requests come in
• Create, remove, and manage permissions of User Accounts within Active Directory and other systems
• Utilize remote monitoring and management tools to address health status issues, errors, and security failures on computers  
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems & applications per company standards
• Review alerts for system health and security, perform in-depth diagnostics to determine severity, and resolve or escalate as needed
• Accurately document resolutions and contribute to knowledge base
• Perform effective root cause analyses and assist the team in creating strategies to prevent repeat issues
• Be available to Technical Support Specialist I staff as first point of escalation; answering general questions and providing suggestions to assist in resolving active tickets or assuming ownership over those tickets, depending on skill and ability level
• Assist the infrastructure team in tests and projects where applicable

SECONDARY RESPONSIBILITIES:

• Other duties as assigned

SUPERVISORY RESPONSIBILITIES:

• There are no supervisory responsibilities associated with this position

KNOWLEDGE, SKILLS, ABILITIES:

• Advanced understanding of Windows desktop operating systems in a Windows domain environment
• Intermediate understanding of Active Directory, DHCP, DNS, network drives, networking, and connectivity
• Basic understanding of Group Policy Objects and Group Policy Management in a Windows domain environment
• Demonstrable troubleshooting and problem-solving skills
• Exceptional verbal & written communication skills
• Ability to communicate effectively with both technical and non-technical personnel
• Experience working with a ticketing system, such as Jira, Zendesk or Freshdesk

EDUCATION/EXPERIENCE:

• Minimum High School diploma
• Additional technical education or certification desired
• 2 to 5 years in helpdesk or desktop support position preferred

PHYSICAL DEMANDS/WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regular, reliable and predictable attendance is necessary in order to perform the essential functions of this position.

Physical Activity

Over 2/3 of the time

• Standing/Sit:  Remaining upright in a stationary position, particularly for sustained periods.
• Fingering:  Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling to complete computer work.
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Communicating: Expressing or exchanging ideas and information accurately, in written or diagram form.
• Hearing:  Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.

Less than 1/3 of the time:

• Stooping: Positions self to move office equipment
• Crawling: Moving about to access desk cabling
• Reaching:  Grabbing things from a distance above or from the side.
• Walking: Moving about to accomplish tasks, particularly for long distances or moving from one work site to another.

Physical Requirements

• Light work:  Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

Visual Acuity

• The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; and visual inspection involving small defects at distances close to the eyes.

Over 2/3 of the time:

• The worker is required to have close vision (clear vision at 20 inches or less).
• The worker is required to have color vision (ability to identify and distinguish colors).
• Less than 1/3 of the time:
• The worker is required to have peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point).
• The worker is required to have depth perception (three-dimensional vision, ability to judge distances and spatial relationships).
• The worker is required to have the ability to adjust visual focus (ability to adjust the eye to bring an object into sharp focus).

Weather Conditions

• The worker is not substantially exposed to adverse environmental conditions (as in typical office or administrative work)

Noise Levels

Over 2/3 of the time:

• Moderate noise (examples: business office with computers and printers, light traffic)