IT Support Specialist II

Position Summary The IT Support Specialist II will provide advanced technical support and assistance to end-users and clients, resolving complex hardware and software issues. The specialist will also play a key role in the installation, configuration, and maintenance of computer systems and associated equipment, managing end-user as well as in the development and implementation of IT policies and procedures.

Essential Duties & Responsibilities

• Provide advanced technical support to end-users via phone, email, chat, remote management or in person.
• Diagnose and resolve complex technical hardware and software issues.
• Install, configure, deploy, upgrade, or repair computer hardware devices.
• Document and track advanced support requests and resolutions using a ticketing system.
• Support Microsoft Office 365 suite of apps, including provide end-user training, and troubleshooting issues.
• Perform New Hire, onboarding and termination processes.
• Create, support and maintain computer images for deployment.
• Maintain hardware inventory and software inventory databases.
• Deploy software and application packages to hardware devices.
• Install and deploy Microsoft security patches and third-party patches to hardware devices.
• Perform other duties and/or special projects as assigned.
• Document processes involving PC configuration and standard operating procedures.
• Assist in the development and implementation of IT policies and procedures.
• Train end-users and lower-level IT support specialists on the use of advanced hardware and software applications.
• Participate in regular team meetings.

Qualifications/Competencies

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to allow individuals with disabilities to perform the essential functions.

Education And Experience

• High School diploma required, Associate’s degree or higher strongly preferred. Work experience will be considered in lieu of degree.
• 3-5 years of computer systems hardware experience strongly desired.

Technical Skills

• Strong knowledge of advanced computer hardware and software.
• Experience with Microsoft Deployment Toolkit (MDT) or similar deployment tools.
• Experience with Kaseya or Endpoint Central (RMM) tools or similar tools.
• Experience with IBM Maas360 MDM or other MDM tools.
• Strong knowledge of Microsoft 365 Administration (Exchange Online, Teams, SharePoint, OneDrive, office applications)
• Experience with Active Directory (user accounts, groups, permissions)
• Experience with Zendesk Ticket Systems (or similar ITSM/ticketing platform)
• Preferred experience with PowerShell scripting for automation
• Strong analytical and trouble-shooting skills involving PC hardware, operating systems, and other software.

Soft Skills

• Excellent communication and customer service skills required.
• Ability to work independently and as part of a team.
• Strong organizational, verbal, written and inter-group collaborative skills a must.
• Excellent verbal, written and analytical communication skills.
• Ability to prioritize issues and respond accordingly.
• Self-motivated with the ability to take initiative and provide results.
• Ability to work flexible hours as needed.
• May be required to lift and/or move up to 10 pounds. Occasionally may need to lift and/or move up to 25+ pounds.