IT Customer Support II

Primary purpose: Provides support to end users for computer, application, system, device, access and hardware issues. Identifies researches and resolves technical problems of moderate complexity. Responds to telephone, email and online requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. May coordinate with other teams or departments to resolve user problems.

Job Description
Primary purpose: Provides support to end users for computer, application, system, device, access and hardware issues. Identifies researches and resolves technical problems of moderate complexity. Responds to telephone, email and online requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. May coordinate with other teams or departments to resolve user problems.

Responsibilities

• Responsibilities include the support of all production and development systems, troubleshooting and resolution of desktop computers, applications, and related technology. Support includes 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.
• Primary resource for generating tickets from inbound calls, emails, walk-in customers, and chat sessions; escalating to appropriate resources when necessary.
• 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.
• 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.

Qualifications

Education:

• High School Diploma or GED

Experience/Specific Knowledge

• Minimum of two (2) years overall IT infrastructure experience.
• Must be customer service oriented.
• Analytical thinker is able to 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 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.
• Sounds knowledge of PC configurations, currently supported versions of Microsoft Windows, 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.
• Job level commensurate with experience and skill sets; position will be filled depending on qualifications, experience and skill sets of the successful candidate.

Certifications, Licenses & Registrations

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

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 successfully perform multiple tasks with strict deadlines.
• Ability to organize and prioritize daily work.

Physical Demands

All of the physical requirements listed below are those that may be necessary for an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sitting for prolonged…