IT Support Specialist ll - Chattanooga, TN

Summary

As a vital part of the IT Department, this position will provide IT support to company-wide personnel. Under direct supervision, you will develop skills to support and optimize operational efficiency. This is a great opportunity for a positive, smart, critical thinker, who can manage multiple priorities and prides themselves on attention to detail.

• Provides on-site and remote support for clients.
• Manages and closes service tickets on time.
• Maintain the FPS Post Tracking System (PTS) software, ensuring operational readiness and data accuracy.
• Troubleshoot system issues and coordinate between IT teams and the PTS Help Desk for resolution.
• Maintain the FPS Training and Academy Management System (TAMS) connectivity, operational readiness, and data accuracy.
• Demonstrates flexibility and adaptation to changing priorities.
• Handles escalated problems from IT Support Specialist I.
• Escalates more advanced problems to IT Support Specialist III and/or IT Support Supervisor.
• Using service desk software to record, track, and document the service desk requests, problem‑solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Tests fixes to ensure the problem has been adequately resolved.
• Applies diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases, and FAQ resources through research to aid in problem resolution. Performs fixes remotely or person, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performs quality control checks for all built, configured, and refurbished systems to document and report to the IT Support Supervisor before administering to a user.
• Continuously checking that all systems are current with required software and updates.
• Evaluates documented resolutions and analyzes trends for ways to prevent future problems.
• Alerts IT Support Supervisor to emerging trends in incidents.
• Assists in software release rollouts according to Change Management best practices and Standard Operation Procedures.
• Adheres to site audit responsibility policies and procedures.
• Assists IT Support Supervisor in the onboarding process for new employees, including one‑one meetings and training.

This position has no supervisory responsibility. The IT Support Specialist II reports to the IT Support Supervisor.

• Oral Communication - speaks very clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in various meetings.
• Written Communication - Writes clearly and informatively;
  Edits work for spelling and grammar;
  Varies writing style to meet needs;
  Presents numerical data effectively;
  Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities;
  Exhibits objectivity and openness to others' views;
  Gives and welcomes feedback;
  Contributes to building a positive team spirit;
  Puts the success of the team above own interests;
  Able to build morale and group commitments to goals and objectives;
  Supports everyone's efforts to succeed.
• Diversity
  - Demonstrates knowledge of EEO policy;
  Shows respect and sensitivity for cultural differences;
  Educates others on the value of diversity, Promotes a harassment‑free environment; builds a diverse workforce.
• Ethics - Treats people with respect;
  Keeps commitments; inspires the trust of others;
  Works with integrity and ethically. Upholds organizational values.
• Organizational Support – Follows policies and procedures;
  Completes administrative tasks correctly and on time; supports the organization’s goals and values;
  Benefits organization through outside activities;
  Supports affirmative action and respects diversity.
• Judgement – Displays willingness to make decisions;
  Exhibits sound and accurate judgement;
  Supports and explains reasoning for decisions;
  Includes appropriate people in decision‑making process;
  Makes timely decisions. Motivation - Sets and achieves challenging goals;
  Demo…