Tier 2 IT Support Specialist

TTI, Inc. is looking for a Tier 2 IT Support Specialist to be onsite at our corporate office in Northwest Fort Worth, TX.

The Tier 2 IT Support Specialist is accountable for providing 2nd level support in the End-User Computing environment. This person will be responsible for providing follow-up on incidents and requests that have been escalated beyond the first level support provided by the Service Desk prior to going to enterprise level 3 support.

Headquartered in Fort Worth, TX, TTI, Inc. is the world's leading authorized distributor of passive, connector, electromechanical and discrete components. Celebrating more than 50 years, this Berkshire Hathaway company is ever growing and has over 100 locations in North America, Europe, and Asia! Join a winning team in a growing global organization!

ACCOUNTABILITIES

• Ensure excellent customer service by effectively assisting all system users with system problems and requests escalated by Level 1 support in a timely fashion.
• Effectively resolve system user problems and requests with a sense of urgency, using system related knowledge to perform problem recognition and resolution.
• Maintain relevant and accurate information in tickets by following up and updating tickets on a regular basis.
• Provide support to Desktop Engineer as needed, assisting with package creation, system updates, problem resolution, and endpoint management.
• Assist desktop support techs as needed with installation, retrieval, and repair of end user devices.
• Assist mobile device specialist as needed.
• Escalate tickets to Level 3 support if not able to resolve.
• Other duties as assignment by IS leadership and providing support for endpoint management tasks may be required.

COMPETENCIES

Functional Acumen

Having the skills, knowledge, and abilities necessary to be effective in the specific functional content of a job.

Customer Service

Recognizing and understanding customers' needs and delivering in a manner that exceeds customers' expectations.

Delivering Results

Maintaining a high level of commitment to personally getting things done.

Teamwork and Collaboration

Effectively working and collaborating with others toward a common goal.

Interpersonal Communication

Communicating clearly and effectively with people inside and outside of the organization.

Planning and Organizing

Effectively organizing and planning work according to organizational needs by defining objectives and anticipating needs and priorities.

Quality Focus

Promoting and maintaining high standards of quality at work.

Adapting to Change

Adapting to changing situations and restructuring tasks and priorities as changes occur within the business and organization.

Continuous Improvement

Seeking opportunities to improve current processes, systems and methods to promote reliability, quality and efficiency of output.

Resilience

Effectively dealing with work related problems, pressure, and stress in a professional and positive manner.

Organizational Savvy

Recognizing and understanding organizational politics and working within organizational dynamics to accomplish objectives.

Integrity

Upholding a high standard of fairness and ethics in everyday words and actions.

EDUCATION & EXPERIENCE

High School Diploma or GED required. An associate degree in a related field plus five years of related experience; or equivalent combination of education or experience preferred.

SKILLS & CERTIFICATIONS

• Good knowledge in personal computers, printers, telephone systems, copiers, and fax machines.
• Good knowledge of Active Directory, Microsoft Office, Office 365, Windows 10Exchange/Outlook applications.
• Experience and knowledge of Citrix technologies preferred.
• Working knowledge of thin clients, preferably iGel.
• Working knowledge of LANDesk.
• Knowledge of VOIP systems, 8x8 preferred.
• Knowledge of Microsoft Intune.
• Good knowledge of networking concepts.
• Good customer service orientation.
• Good analytical and problem-solving skills.
• Good organizational skills and multitasking ability.
• Good attention to detail.
• Demonstrated ability to work in a team environment with a collaborative interpersonal style.
• Good verbal and written communications skills.

What we offer our team members:

• A great benefits package that includes (but is not limited to) Medical/ Dental/ Vision, 401(k)/Roth plan with matching, Healthcare Savings Accounts.
• Educational Assistance. (Tuition Reimbursement)
• Ongoing training throughout your employment with opportunities to participate in professional and personal development programs.
• A strong focus on giving back to our communities through philanthropic opportunities.

Want to learn more? Visit us atWorking at TTI, Inc.

This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). To perform the position, you must be a U.S. Person as defined by ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e., 'Green Card Holder'), Political Asylee, or Refugee.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)