IT Support Specialist II

JOB DESCRIPTION IT Support Specialist 2 Department IT End User Services Original Creation Date Latest Modification Date Location Reporting To Robert Riisen FLSA Status Exempt Level 2 Grade 6 SUMMARY The IT Support Specialist II works directly with end users, management and infrastructure engineers to provide high quality customer service to help resolve laptop, desktop, mobile and accessory related issues. This includes in person and remote support for specialized software, operating systems and advanced troubleshooting. In addition to end user services support, the IT Support Specialist II role provides advanced technical services and support for business operations which may include warehouse management systems, OT systems, contact centers, retail store and enterprise-wide applications. ESSENTIAL DUTIES AND RESPONSIBILITIES Provide advanced technical services and support for business operations which may include warehouse management systems, contact centers, retail store and enterprise-wide applications. Provide advanced troubleshooting for IT/OT hardware and software used by employees, escalating and prioritizing as appropriate. Rapid response to local leadership and business needs for critical incidents and urgent requests. Act as an escalation and vendor intermediary for specialized printer support including document and label printers. Participate in routine system and application maintenance which may including patching, access management/audits and change management. Provide mobile management and Soti administration of all TC5XX Handheld devices. Provides input and feedback for future contracts, RMA's, upgrades, and replacements. Provide network, wireless, and internet access support for end users in business operations Responsible for accurate tracking of all incoming and outgoing requests Initiate creation of Knowledgebase articles, how to documentation including knowledge sharing with our support team and help desk partners when fixes are discovered. Follows and documents procedures to ensure consistent delivery and quality service. Ensure provisioned hardware, software, and license assets are properly managed, maintained, and tracked for reporting and compliance needs Responds to incident and request tickets promptly and with an appropriate sense of urgency based on severity Provide support for corporate initiatives including opening of new facilities, retrofitting existing spaces, and other enterprise business needs Deals with confidential information and/or issues using discretion and judgment Other duties may be assigned SUPERVISORY RESPONSIBILITIES None QUALIFICATIONS: EDUCATION AND/OR EXPERIENCE Associates or Bachelors degree in computer science and/or related years of experience Minimum 4 years of Help Desk or Desktop Support and associated technology experience CERTIFICATES, LICENSES, REGISTRATIONS None COMPETENCIES (SKILLS AND ABILITIES) Experience with warehouse technologies and operations, including high level understanding of Scale Cloud, System21 environment on a management level. Advanced knowledge of computer hardware, printers, mobile devices and network services Experience with VPN technologies such as Palo Alto Global Protect Experience with Active Directory, Group Policy and account management Excellent computer hardware and software troubleshooting skills Demonstrated experience in managing Windows and MacOS deployments Excellent customer service skills with a commitment to service excellence and client satisfaction Ability to multitask and set priorities and juggle numerous tasks and priorities while maintaining productive flow of work Produces consistently accurate work with attention to detail even when under pressure Demonstrat