IT Support Specialist II

Job Summary:

As an IT Support Specialist II, you will take on a more advanced role in providing technical support and solutions to end-users within our organization. Your primary responsibility is to address and resolve complex IT issues that go beyond the scope of Level 1 support. This includes diagnosing and troubleshooting hardware, software, and network problems, as well as managing escalated support requests from Level 1 technicians. You will utilize your expertise to find creative and effective solutions, document processes, and maintain detailed records of support activities. Additionally, you will play a key role in assisting with IT projects and collaborating with other IT teams to enhance our organization's technology infrastructure. Your commitment to delivering exceptional customer service and technical expertise will be essential in ensuring the smooth operation of our IT systems and the satisfaction of our end-users. This role offers opportunities for career growth and advancement within our IT department.

Job Description:

• Technical Support: Provide advanced technical support and troubleshooting assistance to end-users, including resolving hardware and software issues, network problems, and connectivity challenges.
• Problem Solving: Diagnose and resolve complex technical problems, often involving multiple systems or software applications.
• Escalation Point: Act as the escalation point for Help Desk 1 technicians, assisting them with more challenging issues and providing guidance or training as needed.
• Documentation: Maintain accurate records of all support requests, resolutions, and configurations. This documentation is essential for tracking trends, identifying recurring issues, and ensuring compliance with organizational standards.
• Hardware and Software Management: Assist in managing and maintaining hardware and software assets, including inventory, software licenses, and hardware configurations.
• User Training: Conduct training sessions or workshops for end-users to enhance their technical skills and reduce the frequency of support requests.
• System Administration: Perform system administration tasks such as creating and managing user accounts, resetting passwords, and configuring access permissions.
• IT Projects: Collaborate on or lead IT projects, such as system upgrades, software deployments, and network improvements.
• Security: Ensure that all IT operations comply with security policies and procedures and assist in managing security incidents.
• Customer Service: Provide exceptional customer service by effectively communicating with end-users, managing expectations, and ensuring timely issue resolution.
• Travel requirement up to 25%

Qualifications:

• Education: A bachelor's degree in computer science, information technology, or a related field is preferred.
o Or 3-5 years of experience in IT support or a related role, including experience as a Help Desk 1 or equivalent, is required.
• Technical Proficiency: In-depth knowledge of operating systems, software applications, hardware components, and networking concepts.
• Problem-Solving Skills: Strong analytical and problem-solving abilities to diagnose and resolve complex technical issues.
• Communication Skills: Excellent verbal and written communication skills to effectively convey technical information to non-technical end-users.
• Team Collaboration: Ability to work collaboratively with other IT professionals and departments to achieve common goals.
• Customer Focus: A customer-centric approach to providing support and ensuring end-user satisfaction.
• Adaptability: The capacity to adapt to evolving technologies and changing priorities in the IT landscape.
• Attention to Detail: Meticulous attention to detail when documenting issues, resolutions, and configurations.
• ITIL Knowledge: Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management may be beneficial.
• Troubleshooting Tools: Proficiency in using IT diagnostic and troubleshooting tools.

Additional Requirements:

US Citizenship or Permanent Residency is required due to government military contracts.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

/*generated inline style */ This position requires use of information or access to production processes subject to national security controls under U.S. export control laws and regulations (including, but not limited to the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR)). To be qualified to work in this facility, a successful applicant must be a U.S. Person, as defined in those regulations, and able to supply evidence of that qualification prior to starting work or be authorized to receive controlled information under a specific license or permission from the relevant government agency. The U.S. export control regulations define a U.S. person as a U.S. Citizen, U.S. National, U.S. Permanent Resident (i.e. 'Green Card Holder'), and certain categories of Asylees and Refugees.
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