Technical Support Specialist II

While this is a remote support role, qualified candidates should reside in a state in Eastern or Central Time Zones.  This is a fast-moving, think on your feet environment.  This role will require occasional travel to support company events. 

AT THIS TIME WE ARE UNABLE TO CONSIDER SPONSORSHIP CANDIDATES FOR THIS ROLE.

Position Summary – This position works independently to provide shared technical support remote users supporting the Precision business.  Support includes but is not limited to desktop hardware, desktop operating systems, desktop office productivity software, network hardware and software, security devices and software, printers, and mobile devices.  

Essential Functions:

• Answers, evaluates, and prioritizes service requests received via help desk, telephone and in-person from users across the Enterprise
• Ensures timely resolution of user issues by assigning an appropriate priority and resolution goal
• Performs diagnostics to collect information to determine source of error
• Isolates performance issues to determine cause of hardware malfunctions such as hard drive, printer, cables or telephone
• Resolves printing issues and network connectivity issues
• Troubleshoots Mac hardware and software issues and identifies and resolves hardware and software application problems
• Contacts software and hardware vendors via voice or online systems to research issues and determine and implement recommended solutions
• Analyzes and corrects issues using documented procedures and available tools as well as personal knowledge and skills and recommended solutions
• Brainstorms with team members to resolve more complex issues and escalates difficult issues to IT Manager
• Performs imaging setup for standard desktop applications
• Performs daily checks to verify system availability
• Participates in creation and maintenance of IT standards and procedures
• Tests and deploys new software, procedures, installation, conversion and upgrade activities
• Site visits to other local sites
• Infrequent travel to other sites may be required

Qualifications

• Education:  Bachelor degree or equivalent.  Microsoft and Apple technical training is preferred.

• Work Experience:      
• Minimum of 3 years of experience in a help desk role is required
• Experience with end-user support, help desk ticketing software, hardware and software upgrades, hardware and software troubleshooting and providing formal/informal technical training is required
• Experience with Microsoft Office 2010 / 2013 / 2016 / 2019 / 365 and Office for Mac 2011 / 2016 / 365
• Experience with Windows XP, 7, 8.1 & 10 is required
• Experience with Mac 10.x is required
• Experience with Android, iOS, and Windows Mobile devices is required
• Active Directory and Exchange environment experience is required

• Skills:
  • Must be able to troubleshoot remote issues and support offsite users
  • Ability to effectively communicate with both technical and non-technical individuals
  • Ability to read and interpret documents, for example, operating/maintenance instructions and procedure manuals
  • Ability to perform light to medium physical work of lifting up to 50 pounds
  • Knowledge of SharePoint or other portal products is a plus
  • Knowledge of VOIP/PBX systems
  • Rudimentary network knowledge is a plus
  • Knowledge of computer imaging
  • Knowledge of VPN is required
  • Knowledge of network shares, namespaces and mapped drives is required
  • Knowledge of encryption
  • Familiarity with Manage Engine ServiceDesk Plus
  • Competencies: problem-solving, detail oriented, communication skills (verbal and written), multi-tasking, analytical skills, patience, and flexibility