Technical Support Specialist II

This position reports to the Director of Operations for Technology Administration. Acts as a Technical Support staff member for the help desk and technical support staff. Requires extensive knowledge of computer hardware and software across several platforms, including UNIX, Linux, Mac OS, and Windows. Extensive knowledge of running diagnostic utilities for break-fix and troubleshooting. Ability to conduct research quickly on a wide range of computing issues.

Ability to present research and ideas in a user-friendly language. Extensive application support experience. Ability to prioritize and resolve multiple tasks in a high-pressure environment. Keen attention to detail and ability to document problem resolution for follow-up and follow-through. Exceptional written and oral communication skills. Highly self-motivated and a self-starter. Exceptional customer service and interpersonal communication skills with prior experience working in a team-oriented, collaborative environment.

• Fields incoming help desk requests from end users from both telephone and online work orders in a courteous and timely manner
• Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Builds rapport and elicits problem details from help desk customers
• Installs and configures computer systems and applications
• Responds to customer inquiries and assists in troubleshooting and resolving challenges
• Works with Network Specialists to resolve network interruption issues when necessary
• Attends in-person meetings with clients to analyze, troubleshoot, and diagnose hardware problems promptly
• Maintains a working online log detailing all technical issues resolved as well as the date of completion
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Performs hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
• Tests fixes to ensure the problem has been adequately resolved
• Performs post-resolution follow-ups to help requests
• Assists management in creating training materials pertaining to computer troubleshooting and usage
• Must be receptive to constructive criticism and customer feedback regarding their experience with software or IT services
• Extensive experience working with different operating systems, including Windows and Mac OS
• Ability to prioritize and manage several projects and milestones efficiently
• Ability to work independently with minimal supervision