Level II IT Support Specialist

Reports To

Service Desk Manager

This position is responsible for providing the highest‑level complex deskside technical support (including answering user PC and software questions and providing resolution to issues), maintaining a log through data entry, and prioritizing questions into a call tracking system. Serve as interface between the Service Desk and Desktop Engineering for all end point related and/or support systems impacts. Responsible for top level escalation support for the Service Desk including VIP and Executive support.

Will be the point of contact on projects and DSS initiatives as assigned.

• Provide expert, on‑site technical support to staff. Respond to telephone calls, email, and requests for technical support. Respond to telephone calls, email, and requests for technical support.
• Accurately document all support interactions and resolutions, and escalate complex issues to senior IT staff when necessary.
• Diagnose and resolve complex hardware, software, and network issues on desktops, laptops, mobile devices, and peripherals.
• Anticipate potential technical problems, implement preventive measures, and ensure seamless operation of systems.
• Provide feedback to supervisor on unusual matters and suggest changes to existing products or services to better aid the end user.
• Document, track, and monitor the problem to ensure timely resolution.
• Use best practices and knowledge of internal or external business issues to improve products or services and take active role in improving procedures.
• Perform other duties as assigned.

Associate's Degree

Required attitudes:
Strong analytical and troubleshooting skills to quickly identify and resolve complex technical issues. Exceptional customer service skills, with the ability to communicate technical information clearly and effectively to both technical and non‑technical users.

Knowledge required:
Deep knowledge of operating systems (Windows, Linux), server administration, network configuration, and various hardware and software platforms.

Abilities required:
Ability to work independently to resolve all but most complex issues.

Relationship management:
Excellent communication skills to effectively interact with staff, understand their needs, and provide clear, timely support. Strive to consistently have positive interactions and be aware of various communication styles (non‑verbal communication, body language). Cultivate and maintain strong relationships with clients and executives by understanding their needs and providing tailored technical solutions.

Minimum of 3 years of experience technical support or help desk.

Some travel to company sites