Tier II IT Support Specialist

A Brief Overview

This position is responsible for performing daily operations for the Tier II Support team, including support for laptops, desktops, IT services, and software support for MiTek team members as escalated by the IT Service Desk (Tier I Support). The IT Tier II Support Specialist I is responsible for providing second-level system and technology support for the Company's employees. Provides computer and system support through a ticketing system, assists team members in troubleshooting and examining systems to identify technical issues and guide them on resolving them.

This role works in conjunction with Administration and Engineering teams within IT to expand knowledge of advanced and specialized services and functions. Primarily responsible for closing escalated tickets work escalating to Tier III support if necessary. Execute a follow-up to ensure that the problem is eliminated. Ensures the security and integrity of the company's resources and helps in developing IT and infrastructure projects.

This position is responsible for performing daily operations for the Tier II Support team, including support for laptops, desktops, IT services, and software support for MiTek team members as escalated by the IT Service Desk (Tier I Support). The IT Tier II Support Specialist I is responsible for providing second-level system and technology support for the Company's employees. Provides computer and system support through a ticketing system, assists team members in troubleshooting and examining systems to identify technical issues and guide them on resolving them.

This role works in conjunction with Administration and Engineering teams within IT to expand knowledge of advanced and specialized services and functions. Primarily responsible for closing escalated tickets work escalating to Tier III support if necessary. Execute a follow-up to ensure that the problem is eliminated. Ensures the security and integrity of the company's resources and helps in developing IT and infrastructure projects.

• Manage, troubleshoot, and resolve hardware, software, and services issues.
• Triage, user support, and quality assurance follow-up of all IT support requests escalated by the Service Desk (Tier I Support) coming via a ticketing system.
• Work with Administrators and Engineers (Tier III) within IT, building knowledge and support capabilities of the Tier II team.
• Cross-training with Administrators, Engineers, and other Tier II specialists to build upon specialized knowledge.
• Document and record data pertaining to technical events and incidents in the incident management application system.
• Attentive to customers when they describe their computer problems. Ask customers technically advanced questions to properly diagnose the problem beyond first level support. Walk customers through the recommended problem-solving steps.
• Provide ongoing deployment, support, resolution of problems, and recovery of operating malfunctions involving various hardware components and software failures.

• Bachelors Related Field required
• 2+ Years of experience in supporting Windows endpoints in a professional environment required
• Equivalent combination of experience and education which clearly indicates the ability to perform the essential functions of the position may substitute on a year for year basis
• Able to use Microsoft Office Applications

This role is performed in an office environment where a computer, telephone and other office equipment are used as needed to perform the duties of the role. This role may need to access areas within the building that are undergoing renovations which may contain jobsite hazards. Occasionally this role…