IT Support Specialist II

Position Summary:

The IT Support Specialist Il provides superior day-to-day hands-on support to the organization’s end user laptops, desktops, peripherals, software applications, mobile devices, printers, and other tools that the end-users are provided. This position interfaces directly with internal customers and business units, provisioning solutions and troubleshooting user issues to resolution. This role provides 1-to-1 end user support and training. Additionally, this role serves as on-call support in a rotational basis for the entire enterprise. Typically, this role works onsite at an HBS client, full time.

Roles and Responsibilities/ Essential Functions:

• Provide First and Second tier support of PC hardware & software, desk phones, printers, mobile devices, and other computer related equipment.
• Responsible for ticketing system entry and ticket maintenance/documentation; includes updating and maintaining Inventory records.
• Track, route, and redirect problems to correct resources.
• Identify PC hardware warranty repair and resolve as required.
• Provide timely and relevant updates to end users.
•  Maintains currency of knowledge with respect to technology, equipment, industry trends, regulations, standards and/or systems.
• Participate in the on-call support rotation.

Competencies:

• Customer Oriented: A desire to serve both external and internal clients by focusing effort on meeting the client’s needs, understanding their concerns, and seeking to build trust.
• Communication: The ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
• Analytical Skills: The ability of the individual to gather raw data and to process that data into a meaningful form.
• Problem Solving: The ability of the individual to recognize courses of action which can be taken to handle problems or potential problems and applying contingency plans to solve those problems.
• Adaptability: The extent to which an individual can fit into a changing working environment.
• Initiative: The ability of the individual to act and take steps to solve or settle an issue.
• Motivation: The ability of the individual to inspire and encourage others to reach a goal.
• Autonomy: The ability of the individual to complete assigned tasks with little oversight.
• Relationship Building: The ability of the individual to establish and maintain a good rapport and cooperative relationship with customers and co-workers.

Required Experience:

• 1-3 years experience troubleshooting windows PC’s
• In depth knowledge of Window desktop operating systems

Preferred Experience:

• 1-3 years’ experience working in a customer facing IT service role. Basic Knowledge of Microsoft Windows Desktop Operating System.
• Basic Knowledge of Microsoft Windows Desktop Operating Systems and roles. 
• Basic Knowledge of Network printing, Antivirus software packages, core server administration within Microsoft Windows Server, Mac OS, Mobile operating systems (apple iOS and Android)

Required Skills, Education and/ or Certifications:

• High School Diploma

Preferred Skills, Education and/ or Certifications:

• Basic knowledge of Cisco, HP, and Palo Alto networking infrastructure, ConnectWise Manage and ConnectWise Automate, VMware vSphere, LogicMonitor, and Veem Backup.
• One or more of the following certifications: A+, Network +, Server+, Microsoft Azure, Microsoft O365, Cisco Certification Technician (CCT), MD-102 Endpoint Administrator or similar certifications
• CompTIA A+ or similar certifications 

Equal Opportunity Employer - Including Disabled and Veterans

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