Specialist II, Client Services

Overview

The IS Specialist II, Client Services is responsible for providing advanced technical support to internal users and assisting Tier 1 support personnel with escalated issues. This role will play a crucial role in diagnosing and resolving complex IT problems to ensure the smooth operation of our organization's systems and applications.

• Provides second-tier technical support to internal users, including troubleshooting complex hardware, software, and network issues.
• Analyzes and prioritizes escalated tickets from Tier 1 support, ensuring timely resolution and adherence to service level agreements (SLAs).
• Conducts in-depth root cause analysis of recurring issues and implements permanent solutions to prevent future occurrences.
• Collaborates with other IT teams, vendors, and third‑party service providers to resolve complex technical issues.
• Assists with the deployment and maintenance of software updates, patches, and system configurations.
• Documents troubleshooting steps, resolutions, and best practices for knowledge sharing and training purposes.
• Participates in on‑call rotations and provides after‑hours support as needed.
• Assists with training new and existing employees on new updates/systems.
• Stays current with emerging technologies, industry trends, and best practices in IT support.
• Performs other duties as assigned.

• High School Diploma or equivalent, required.
• 3-5 years experience in a technical support role, required.
• 1-2 years experience in a Tier 2 or equivalent capacity, preferred.

• Proficiency in diagnosing and troubleshooting Windows operating systems, as well as enterprise applications and databases.
• Strong understanding of networking concepts, protocols, and security principles.
• Experience with remote desktop support tools, system monitoring, and ticketing systems.
• Excellent communication and customer service skills, with the ability to convey technical information to non‑technical users.