IT Support SpecialistII

Role Summary

IT Tier 2 Support Specialist responsible for troubleshooting hardware and software issues, installing and configuring new hardware, and providing on-site and remote IT support. The role requires a self-starter who learns quickly and delivers exceptional customer service. On-site position, Monday through Friday.

Responsibilities

• Provide Excellent Customer Support: Respond to phone calls and emails promptly with a friendly and professional attitude. Assist customers with inquiries about supported software and computing platforms to resolve issues efficiently.
• Continuous Learning and Problem-Solving: Stay updated with industry trends and best practices; 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 to enhance productivity.
• Onsite Support: Assist with onsite hardware or software issues requiring physical presence.
• Support Remote Workforce: Assist remote employees with technical issues to ensure they can perform their roles effectively.
• Proactive Issue Prevention: Identify potential issues and implement preventive measures to minimize downtime and optimize performance.
• Track and Manage Support Requests: Use the support portal to log, track, and update the status of all requests; escalate unresolved issues per SLAs.
• Collaborate on IT Projects: Work with IT teammates on projects; contribute knowledge articles for other support tiers.
• Database Entry: Accurately enter and maintain an asset inventory database.
• Security Tools: Use security tools to secure company-owned hardware.

Qualifications

• Required: High School diploma or equivalency; 3–5 years of related experience in a similar support role; Excellent verbal and written communication skills; Ability to work in a fast-paced environment with deadlines; Technical proficiency in Windows 7/10/11, Active Directory, Azure portal, Office 365 portal, Endpoint Manager; Strong analytical, problem-solving, and conceptual skills; Proven subject matter expertise in the relevant support area; IT industry certifications; Strong troubleshooting and technical support experience; Ability to understand and resolve complicated technical issues; Ability to follow processes and work instructions to ensure consistent customer experiences.
• Preferred: Associate degree or higher; Be able to lift at least 50 lbs; Travel to local locations near Canton, MA area.

Skills

• Customer service orientation and strong communication
• Hardware and software troubleshooting
• Workstation configuration and maintenance
• Remote and onsite support
• IT security tools usage
• Asset management and documentation
• Project collaboration and knowledge sharing

Additional Requirements

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