IT Technical Support Specialist II

Summary

Responsible for ensuring our customers receive helpful service and timely responses to Information Technology (IT) support requests and questions. This role will focus on creating and maintaining high quality, timely and consistent experiences across all customer support touch points, which can include (but are not limited to): in-person, email, chat and phone correspondence, web-based support, tools/applications/portals, support documentation/content, virtual demos/training sessions, and in-person meetings, events, or trainings.

• Handle escalated tickets from Tier 1.
• Perform customer support, training, and troubleshooting activities for various IT services.
• Interact with customers, troubleshoot, and resolve problems related to hardware, software and/or process to the customers' satisfaction via phone, chat, email or in-person.
• Escalate issues that require more detailed analysis to more experienced personnel.
• Receive and record customer inquiries regarding IT-related problems and/or services. Notify customers when problems have been resolved and log closure entries.
• Assist in evaluating and making recommendations regarding hardware, software, processes, and services that will improve overall IT support for customers.
• Perform Asset Management activities that identify and label new IT assets, request to purchase new IT assets, and documentation associated with IT Asset Management tools or systems.
• May perform periodic audits with both internal and external auditors.
• Complete customer support tasks and assignments given by more senior personnel. Coordinate assistance from others for highly complex technical support areas.
• Assist in training activities required for various capabilities in support of business and customer needs.

• High School diploma
• 2 or more years of related information technology experience
• Ability to travel up to 5% of the time
• United States citizenship
• Ability to work on-site as directed by management and as determined by the needs of the business
• Regular and reliable attendance is an essential function of this job
• Ability to obtain and maintain a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations)

• Associate's degree in computer-related field or equivalent IT work experience.
• Demonstrated experience using Service Now’s ticketing system in a medium to large size company.
• General knowledge of desktop computer systems.
• Intermediate skills for identifying and resolving technical problems.
• Skill in using operating system software, companion software and utilities.
• Effective communication skills, interpersonal and customer-service skills.
• Some positions within this classification may require unique computer skills.