IT Specialist

About the job IT Specialist Job Summary: We are seeking a highly motivated and customer-focused Level 2 Helpdesk Support Specialist to join our Technology Services team. The ideal candidate will have excellent people and communication skills and a strong technical background. This role will be required to be in the office 4 days per week. Responsibilities : Respond to and resolve customer inquiries and issues via phone, email, and in-person Handle escalations from Level 1 support and provide technical assistance to customers and end-users Document customer interactions and issues in our ticketing system Escalate and forward more complex issues to the appropriate IT team Provide exceptional customer service and maintain a positive attitude in a timely and professional manner Identify and recommend solutions to improve customer satisfaction and reduce support calls Collaborate with other teams to resolve complex issues and implement new systems and technologies Create and maintain support documentation Monitoring systems and processes Administering users in Active Directory and applications Coordinating with vendors to purchase, deploy, and RMA hardware Instructing users on technology best practices Qualifications: 4-6 years of experience in Desktop support The successful candidate must be a team player with strong customer service and communication skills Strong technical knowledge of: Microsoft Windows PC applications, including Office 365 Network connectivity, including Wi-Fi Mobile devices and associated apps Laptop PCs, iPhones, iPads Collaboration and meeting room technology Zoom and Microsoft Teams meetings Meeting room video conferencing VPN and Citrix remote access VOIP telephones Strong technical skills and knowledge of hardware, software, and network systems Deep understanding of the Windows operating system is a plus Application packaging experience is a plus Strong understanding of help desk functions and technical support experience Strong knowledge of desktop/laptop hardware and BIOS upgrades Strong knowledge of Windows 10, Windows 11, iPhones, iOS and general productivity applications Networking knowledge (TCP/IP, DHCP, DNS, Wireless) Must be able to lift desktops, laptops, monitors, printers, and other IT-related equipment Knowledge and understanding of Microsoft Active Directory Personal Attributes: Excellent people and communication skills and a passion for exceptional customer service Excellent analytical and problem-solving skills Flexibility working in a fast-paced, high-expectations environment Ability to work well under pressure and handle multiple tasks simultaneously Working independently and as a member of a worldwide support team Excellent analytical and problem-solving skills Excellent listening, interpersonal, written, and oral communication skills Pays extreme attention to details Highly self-motivated and passionate about technology and people Ability to prioritize and manage time effectively Eager to learn new technologies and applications, and ability to absorb new topics quickly Education: A Bachelors degree in Computer Science, Management Information Systems, or a related field (and/or equivalent experience). IT certifications a plus (ex. CompTIA A, CompTIA Network, Microsoft MTA, etc.)