IT Support Specialist II

The Desktop Support Analyst Tier II provides advanced technical support for desktop-related incidents and service requests. The role involves troubleshooting complex technical issues, researching solutions, and working with Tier I support and other IT teams to resolve incidents and fulfill service requests. The Desktop Support Analyst Tier II is responsible for accurately documenting incidents, prioritizing and managing tickets, and escalating incidents to higher-level support as needed.

This role is critical to the team as it is the lifeline of support for our customers. It is essential that this person be an excellent communicator and work well on their own and in a team. They will also be responsible for supporting senior-level staff up to the C-suite. The ability to communicate and present professionally is of the utmost importance.

Responsibilities 

Respond to and resolve complex technical incidents and service requests
Troubleshoot hardware, software, and network issues related to desktop computers
Provide technical guidance and support to Tier I support staff
Research and implement solutions to resolve technical issues
Document all incidents and service requests accurately in Service Now ticketing system
Prioritize and manage tickets based on severity and urgency
Escalate incidents to higher-level support as needed
Communicate with end-users to keep them informed of the status of their incidents
Maintain a high level of customer service and professionalism at all times
Continuously expand knowledge of the company''s technology and processes

Required

Strong written and verbal communication skills
Great team player, fast learner and self-starter
Ability to work well under pressure and prioritize multiple tasks
Proficiency with Windows 10 & 11 and MacOS
Proficiency in Microsoft Office applications and operating systems
Managing and troubleshooting experience with iOS devices, Conference Systems, Lenovo laptops and HP printers
Experience with ticketing systems and remote support tools
Aptitude for problem-solving and critical thinking
Customer service orientation
Ability to work in a team environment
A+, Network+, and/or Microsoft Product related Certifications preferred but not required
ITIL Foundation, Microsoft or other IT certifications preferred but not required
2-3 years of experience in a similar role is preferred

Please note: You will be required to dress in professional attire. No jeans or athletic shoes.
We are looking for an individual with experience providing white glove technical support and guidance. 

Compensation:
The estimated pay range for this position is USD $35.00/hr - USD $42.00/hr and is a Non-Exempt role. 

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.