IT Service Specialist

Position Summary

The purpose of this position is to install, maintain, and support end-user hardware and software on computers and computer-related equipment.  The associate will use multiple communication channels and tools to provide best-in-class service to all JJK India associates and contractors, both on-premise and remote.  

IT Service Specialist II will focus on tasks/issues of intermediate to high complexity, such as escalated issues from Tier I, automation of processes/recurring tasks, error log analysis, security audits/controls, equipment purchasing/inventory/disposal, and more.  Incidences that are not resolvable are escalated to Tier III support.  At this level, associates spend a portion of time on project work and are able to administer at least 50% of the supported systems. 

Job Responsibilities

• Provides front-line support to associates and contractors for all computer and software issues reported via phone, e-mail, Teams, IM, etc. Resolves issues based on internal service level standards.  


• Escalates unresolved issues to the next level support team or appropriate support areas as necessary. 


• Documents all support call issues within tracking software. 


• Installs software patches/upgrades.  Assists with testing patches before roll-out. 


• Processes computer access requests for networks and applications based upon standard guidelines and authorization criteria. 


• Prepares equipment for end users including imaging, application installation, initial testing.  


• If working on-site, facilitates shipping of equipment to remote workers and installs/sets-up equipment for on-premise workers.


• Maintains accurate inventory records.


• Abides by all corporate data security policies and participates in security audits.


• Assists with application testing, routine application maintenance, and database updates. 

Additonal Responsibilities

• Provides Tier 2 support for escalated issues.


• Provides mentorship, assistance and training to other team members as needed. 


• Creates and maintains support and training documentation, and knowledgebase articles. 


• Analyzes and communicates support trends and makes recommendations. Develops and implements action plans to remedy problem areas. 


• Participates in data security audits and assists with implementing/monitoring security controls.


• Performs administration on at least 50% of supported systems. 


• Performs project work as assigned to investigate new/changing technologies or issues. 

Qualifications

Experience:

• IT Service Specialist II: 4+ years’ experience in a Microsoft Windows user support role providing hardware and software support, Microsoft 365, Active Directory and Mac computer support. Demonstrated ability to support at least 50% of support systems. 

Education:

• Associate's Degree in computer science or a technology-related field.


• In lieu of Degree, may consider 2 additional years of directly related experience.


• A+ Certification desired.

Computer Skills:

• Must be proficient in the use of a PC, Mac and MS Office Suite, including intermediate to advanced functions.


• Technical knowledge of PC and Mac operating systems, web-based programs and internet browsers.


• Basic knowledge of networking and relationship databases.


• Technical knowledge of software installations.

Other Skills/Qualifications:

• Excellent customer service skills.


• Strong analytical and problem-solving skills.


• Good verbal and written communication skills.


• Ability to handle multiple tasks simultaneously.


• Good time-management and prioritization skills.

Additional Requirements:

• Ability to perform project work, including leading projects either independently or in a team setting.


• Ability to mentor and train others.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. 

Requires moderate to frequent lifting and moving of IT equipment up to 40 lbs.