Position Summary: The IT Support Specialist is responsible for providing second-level technical support to end-users, resolving more complex issues that are escalated from the first level of support. This role involves handling advanced troubleshooting, performing system diagnostics, and collaborating with higher-level support teams to ensure timely issue resolution. The IT Support Specialist also plays a critical role in maintaining the performance and functionality of IT services and infrastructure while enhancing the overall user experience.
Key Responsibilities:
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Provide second-level support for escalated hardware, software, and network issues.
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Perform in-depth troubleshooting and diagnostics to resolve complex technical issues.
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Work closely with L1 support teams to ensure smooth escalation of unresolved issues.
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Assist with the configuration, maintenance, and optimization of IT systems and infrastructure.
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Collaborate with the IT Support Analyst (L3) and other technical teams to escalate critical issues and develop long-term solutions.
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Monitor system performance, identifying recurring issues, and recommending improvements or updates.
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Assist with patch management, system updates, and routine maintenance activities.
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Provide user support for advanced software applications, networking configurations, and system integrations.
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Document troubleshooting processes and resolutions to build the knowledge base for L1 support and future reference.
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Train and mentor L1 support staff to improve their technical skills and problem-solving abilities.
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High resolution rate of escalated support issues within service level agreements (SLAs).
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Effective collaboration with both L1 and L3 support teams to ensure seamless service delivery.
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Accurate and detailed documentation of troubleshooting steps and solutions for future reference.
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Positive feedback from users regarding the quality and timeliness of support services.
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Handle escalated support requests from L1 support (IT Support Associate) and provide advanced troubleshooting.
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Engage with L3 support (IT Support Analyst) and other specialized teams for complex, critical issues.
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Contribute to system optimization and routine IT maintenance, ensuring performance and reliability.
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Participate in technical training and continuous development to stay current with new technologies and best practices.
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Reports to: Director of IT Services or relevant IT Manager
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Collaborates with: IT Support Associate (L1), IT Support Analyst (L3), infrastructure teams, and other IT specialists.
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Proven experience in an IT support role, ideally at an L2 or equivalent level.
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Strong troubleshooting skills for hardware, software, and network systems.
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Proficiency in IT service management (ITSM) tools and ticketing systems.
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Familiarity with operating systems (Windows, macOS, Linux) and network protocols (TCP/IP, DNS, DHCP).
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Experience with Active Directory, user account management, and group policies.
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Strong communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users.
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Ability to work in a collaborative, fast-paced environment while managing multiple priorities.
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Certifications such as CompTIA Network+, CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation.
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Experience with remote desktop support and virtualization technologies (e.g., VMware, Hyper-V).
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Experience in scripting or automation (e.g., PowerShell).
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Familiarity with security protocols, patch management, and endpoint protection systems.
Physical Requirements:
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Office environment with normal business hours necessary to satisfactorily perform job functions.
- Stationary Position – Must be able to remain in a stationary position up to 50% of the time.
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Move or Traverse – This position needs to occasionally move about inside the office to access file cabinets, meeting rooms, office machinery, etc. May occasionally ascends/descends the stairs to get to other floors, cafeteria and parking area.
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Dexterity – constantly operates a computer and other office machinery such as a copy machine/printer.
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Move, Transport, Position, Put, Install, Remove - Occasionally moves supplies weighing up to 10 pounds for various presentation and event needs.
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Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information - The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
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Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess - The ability to observe details at close range (within a few feet of the observer).
Benefits and Perks:
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Medical, dental, vision
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Company paid Life and AD&D Insurance
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Company Paid STD (with no waiting period)
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Option to purchase additional LTD, Life, and AD&D Insurance
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Voluntary Critical Illness, Accident, and Hospital Indemnity Coverage
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401(k) with company contributions
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Paid Time Off
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10 Company Holidays
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Tuition Reimbursement
