IT Customer Support IV

Job Purpose

Provides support to end users for computer, application, system, device, access and hardware issues. Identifies, researches and resolves the most complex technical problems. Responds to telephone, email and online requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Coordinates with other teams or specialists to resolve an issue. May be responsible for the resolution of escalated issues of higher difficulty.

May train, coach or assist less experienced team members. May require an associate degree or its equivalent. Typically reports to a supervisor or manager. Has gained proficiency in multiple competencies relevant to the job. Works independently within established procedures associated with the specific job function. Typically requires 8-10 years of related experience.

Minimum Requirements

• High School Diploma or GED

Experience / Specific Knowledge

• Minimum of eight (8) years overall IT infrastructure experience.
• Strong leadership skills with proven ability to motivate great teams.
• Must be customer service oriented.
• The analytical thinker can utilize a functional understanding of the various components of systems in conjunction with technical knowledge to identify effective and efficient problem resolutions.
• Excellent organizational, time management, presentation and communication skills; must communicate effectively with all levels of company personnel.
• Ability to work well both individually with minimal supervision and in a team environment where the sharing of knowledge is highly regarded and expected.
• Ability to multitask effectively and meet deadlines.
• Advanced knowledge of and proficiency in PC configurations, currently supported versions of Microsoft Windows, Active Directory, Group Policy, and PC software including, Microsoft Office and Microsoft Office 365 applications that may include but are not limited to Visio, Excel, Word, Access, PowerPoint, SharePoint, Skype for Business and Outlook.
• Good interpersonal skills with demonstrated ability to communicate systems requirements verbally and in writing.
• Experience in effectively communicating business and technical issues to both technical and non-technical audiences.
• Experience in working on multiple assignments during the same time frame juggling tasks based on relative priorities with supervision commensurate with grade level.
• Use time effectively and efficiently.

Certifications, Licenses & Registrations

• Must possess and maintain a valid driver's license and a driving record satisfactory to the company and its insurers (for travel).

Competencies, Skills & Abilities

• Must be able to perform all essential and marginal functions of the job.
• Must be able to work with a team, take direction from management, adhere to required work schedules, focus attention to details, and follow work rules.
• Ability to quickly master new IT processes and tools.
• Ability to successfully perform multiple tasks with strict deadlines.
• Ability to organize and prioritize daily work.

Physical Demands

• Sitting for prolonged periods of time; standing and reaching with hands and arms frequently; regularly walking, climbing, balancing or moving; driving; talking; seeing (specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus); using hands frequently to type, touch, handle and feel; hearing; bending or stooping; squatting or crouching;
  
  reaching; kneeling; pushing; pulling; regularly lifting and moving up to 10 pounds and occasionally lifting and moving up to 25 pounds.
• Minimal safety hazards; general office working conditions.

Working Conditions

• Travel as needed up to 25%.
• Non-traditional hours anticipated.
• Required to carry an activated cell phone and be available to respond during working and non-working hours.
• The successful candidate will be required to clear a drug screen, and a complete background check, including a credit report for certain positions after an offer has been extended and before being employed.

Supervisory Responsibility

• None

Preferred Education, Experience, Certifications, Competencies, Skills, & Abilities

• Associates/Bachelor's degree from an accredited institution in Computer Science, Information Systems, Business Management, or a related discipline.
• One or more certifications:
  • Microsoft Certified Professional
  • CompTIA Network+
  • CompTIA A+
  • ITIL Foundations
  • IT Asset Management (CHAMP, CSAM, CITAM, etc.)

Other Responsibilities

The above statements describe the general nature and level of work being performed. This position may perform other duties as assigned.

Compensation

The salary range for this role is $74,000-$106,000/year.

Essential Duties & Responsibilities

• Assist in managing staff, including hiring, training, scheduling work assignments and conducting evaluations.
• Assist in overseeing the design and architecture of new services as required by the applications group and internal and external customers.
• Assist in the…