Company
Information Technology
ITSupportSpecialistII
Neural analysis suggests this role is
optimal for Mid candidates.
“IT Support Specialist II. Skills: IT support, helpdesk, troubleshooting, customer service, Windows, Office 365, Active Directory. serve as an escalation resource of the helpdesk team. Resolve IT requests within established Service Level Agreements (SLA)”
What You'll Achieve.
Resolve IT requests within established Service Level Agreements (SLA); ensure timely response and resolution times
Industry & Context.
Analytical; critical and deductive reasoning required to troubleshoot user issues
after-hours work as-needed, Able to safely lift or carry equipment weighing up to 25 lbs. and reach for overhead items, Participate in after-hours work, travel to various work sites, as needed
What They're Looking For.
Must Have
Windows 10/11, Active Directory, Office 365, MS Office, PC imaging, software updates, AutoCAD, Civil 3D, Sketchup, Adobe Suite, SharePoint, Network connectivity, VPN issues, remote work, Zoom, VoIP, mobile devices, Troubleshooting hardware, software, network, printing and telecom issues, Analytical, critical and deductive reasoning, Effective communication of technical information to a less technical audience, Clear, concise, professional and thorough oral and written communication skills, Ability to multi-task, follow processes and procedures, take direction positively, Ability to speak, understand and write in English, Knowledge of infrastructure and cybersecurity fundamentals
Nice to Have
Kubernetes a plus
What You'll Do.
serve as an escalation resource of the helpdesk team
Resolve IT requests within established Service Level Agreements (SLA)
Manage own help desk system queue to ensure timely response and resolution times
Assist other team members to help balance the IT workload
Effective assignment and recovery of IT assets in the assigned region
Maintain accurate inventory of all hardware and software
Support a minimum of 3 offices with over 100 employees total
Assist efforts involving office buildouts
How You'll Work.
Team & Collaboration
Assist other team members to help balance the IT workload; Develop and maintain a close working relationship with the IT team and end users; Contribute to technical solutions and documentation
Communication Scope
excellent customer service through effective communication and active engagement; Effective communication of technical information to a less technical audience; Clear, concise, professional and thorough oral and written communication skills
Full Job Description
## Your Role This is a mid-level IT support role that serve as an escalation resource of the helpdesk team Work hours are 8:00 AM – 5:00 PM, local time; after-hours work as-needed to complete open tasks Provide excellent customer service through effective communication and active engagement. Resolve IT requests within established Service Level Agreements (SLA). As needed, escalate IT issues to senior-level technicians, infrastructure team or IT management Manage own help desk system queue to ensure timely response and resolution times. Assist other team members to help balance the IT workload. Develop and maintain a close working relationship with the IT team and end users. Effective assignment and recovery of IT assets in the assigned region. Maintain accurate inventory of all hardware and software. Anticipate the unique needs of each office by engaging with its local representatives. Be continuously alert and responsive to the ever-evolving needs of the staff in the region. Active contributor of technical solutions and documentation. Support a minimum of 3 offices with over 100 employees total. Assist efforts involving office buildouts, expansions or moves. Complete assignments as assigned by the Director of IT, Principal of IT or Ware Malcomb leadership. Participate in after-hours work, and travel to various work sites, as needed. ## Qualifications Knowledge of infrastructure and cybersecurity fundamentals. Able to safely lift or carry equipment weighing up to 25 lbs. and reach for overhead items. Bachelor’s degree or equivalent combination of technical training/work experience. Minimum of three (3) years of support experience with the following: Windows 10/11, Active Directory, Office 365, MS Office, PC imaging, software updates Applications: AutoCAD, Civil 3D, Revit; Sketchup, Adobe Suite, SharePoint Network connectivity, VPN issues, remote work, Zoom, VoIP, mobile devices Troubleshooting hardware, software, network, printing and telecom issues Analytical, crit
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