IT Support SpecialistII

Role Summary

IT Tier 2 Support Specialist responsible for ensuring smooth operation and support for the organization’s environment. This on-site role involves troubleshooting hardware and software issues, installing and configuring new hardware, and working independently with occasional guidance from senior team members. Strong customer service and the ability to learn quickly are essential. This position is on-site Monday through Friday.

Responsibilities

• Provide excellent customer support: respond promptly to phone calls and emails with a professional attitude; assist users with inquiries about supported software and computing platforms to resolve issues efficiently.
• Continuous learning and problem-solving: stay updated with industry trends, collaborate with IT team members to find comprehensive solutions.
• Setup and maintain workstations: configure and upgrade workstations and laptops; install and support peripheral equipment as needed.
• Onsite support: assist with on-site hardware or software issues requiring physical presence.
• Support remote workforce: assist remote employees with technical issues to ensure they have necessary tools and resources.
• Proactive issue prevention: identify potential issues and recommend preventive measures to minimize downtime and optimize performance; participate in troubleshooting major incidents.
• Track and manage support requests: log, track, and update the status of all requests; escalate unresolved issues per SLAs.
• Collaborate on IT projects: work with IT team on projects; create knowledge and technical articles for other support tiers.
• Database entry: accurately enter and maintain an asset inventory database.
• Security tools: use security tools as needed to secure company-owned hardware.

Qualifications

• Required: Minimum of 3-5 years of related experience in a similar support role.
• Required: High School diploma or equivalency; Associate degree or higher preferred.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced environment with strict deadlines.
• Technical proficiency: Windows 7/10/11, Active Directory, Azure portal, Office 365 portal, Endpoint Manager.
• Strong analytical, problem-solving, and conceptual skills; ability to own a technical task and complete it.
• Proven subject matter expertise in the relevant support area.
• Appropriate IT industry certifications.
• Strong troubleshooting and technical support experience.
• Able to understand and resolve complicated technical issues; able to follow processes and work instructions for consistent customer experiences.

Education

• High School diploma or equivalency required. Associate degree or higher, preferred.

Skills

• Customer service excellence
• Verbal and written communication
• Troubleshooting and analytical thinking
• Technical documentation and knowledge sharing
• Team collaboration

Additional Requirements

• Be able to lift at least 50 lbs.
• Travel to different local locations near Canton, MA area.