IT Support Technician II

Job Summary

The individual contributor is primarily responsible for providing the first or second level support to resolve problems with products and applications, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors.

Essential Responsibilities

• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.
• Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.
• Provides first level and basic second level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
• Supports troubleshooting efforts in conjunction with customers to identify routine and moderately complex problems.
• Supports efforts to analyze and prioritize incoming requests and alerts. Follows procedures for incident escalation and notification to leadership.
• Escalates routine problems, as necessary, to appropriate resources (e.g., support team or vendor).
• Resolves non-complex problems and attempts to resolve complex problems. Follows and supports the development of standard operating procedures.
• Supports tracking and documentation of details of problems, status of service requests, and resolutions.
• Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).
• Supports the documentation of workarounds for problem records and changes to proactive processes.
• Review information (e.g., procedures, installation, configuration) related to new technology.
• Provides the knowledge repository for routine and moderately complex technical support.
• Supports the execution of disaster recovery and business continuity processes and events.

Job Qualifications

Minimum Qualifications

• Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field OR Minimum three (3) years of IT experience in a support or operations environment.

Preferred Qualifications

• One (1) year experience working in a large matrixed organization.
• Two (2) years’ experience writing documentation or standard operating procedures related to IT operations and support.
• Two (2) years’ experience in ITRM or IT compliance.
• Two (2) years’ experience in IT intake and profiling in a support or operations environment.
• One (1) year experience implementing or supporting ITSM processes or services.
• ITIL certification.