IT Customer Support IV

Job Description

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.

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.

• 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 negotiation, writing and reporting on internal and external service level agreements.
• Responsibilities include the support of all production and development systems, troubleshooting and resolution of desktop computers, applications, and related technology. Support includes ordering, configuring, deploying and testing of computer systems and peripherals within established standards and guidelines.
• Ensure desktop, laptop and tablet environments are properly updated with new software and hardware patches and ensuring proper anti-malware protection is maintained.
• Generates tickets from inbound calls, emails, walk-in customers, and chat sessions; records detailed progress and resolutions for all tickets accordingly.
• Perform system software upgrades, install service packs and patches as needed.
• Delve into and achieve an understanding of a problem or request to offer the most appropriate possible solution.
• Configure, modify and repair computer hardware including monitors, keyboard and printers.
• Sets-up new users on domain.
• May perform various changes to user accounts via Active Directory.
• Creates and updates internal articles and/or documentation.
• Maintain inventory of all equipment, software, and software licenses.
• Assist with on-boarding of new users.
• Assist in the training and support to IT Customer Support I-III.
• Create and Maintain system image for PCs.
• Create and maintain on-call and Level 1 schedule for IT Customer Support team.
• Develop and follow all system change control procedures.
• Share after-hours support with others in the group and the IT Operations group including escalations.
• Regularly work under deadlines.
• Utilize software and hardware tools to identify, diagnose and drive resolution of problems and factors affecting network integrity.
• Deal with a wide variety of people with tact, courtesy, and professionalism.
• Speak clearly in person and by telephone, using a high level of verbal skills and listen carefully.
• Maintain a regular, dependable attendance and a consistently high level of performance.
• Work non-traditional hours as needed.
• Maintain a high regard for personal safety, for the safety of company assets and employees, and the general public.
• Other daily, weekly, monthly or special project duties as identified and defined.
• Other duties as assigned.

• High School Diploma or GED

• 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…