Description
The IT Support Specialist – User Support II role serves as the first point of contact for troubleshooting various technical issues raised by client support requests through tickets, email, phone, or onsite dispatch. Strong communication skills and a commitment to excellent customer service are crucial for creating a positive user experience. The IT Support Specialist – User Support II will work closely with other members of the IT department to install, maintain, and support computer hardware and software.
Activities include, but are not limited to:
1. Provide on-site IT support to employees: respond to incoming requests in a timely manner and resolve issues to completion, ensuring employee satisfaction.
2. Order, maintain, and complete hardware and software inventory and image new workstations with standard software.
3. Onboard and Offboard users following strict policies and procedures.
4. Active Directory: Add/Edit Users and Groups. Change passwords.
5. Email Setup: Install/Configure O365 email in Outlook and mobile devices.
6. Manage ordering provisions and support for all RMS-owned mobile devices on the mobile device management platform.
7. Travel to regional offices to conduct training in desktop applications and security practices.
8. Perform IP phone system setup and administration.
9. Support peripherals such as Printers, Copiers, Scanners, and Wireless devices.
10. Install and maintain audio/video systems and meeting rooms.
11. Workstation patching and compliance.
12. Maintain and monitor security training platform and respond to active threats.
13. Perform other related duties as required.
Requirements
1. Minimum requirement: A bachelor’s degree in computer technology and/or 3 - 5 years experience in troubleshooting/supporting computer software/hardware, basic networking, and peripherals.
2. Excellent customer service, interpersonal, organizational, verbal, and written communication skills.
3. Must be able to recognize priority issues and escalate them accordingly.
4. Hands-on experience working with Windows desktop OS and Microsoft Products, Apple iOS, and Android.
5. Hands-on experience working with Microsoft Office suite of applications.
6. Hands-on experience working with Windows Server OS in a domain environment.
7. Hands-on experience working with helpdesk and remote management software.
8. Knowledge of best practices in service management, such as ITIL.
9. Experience with basic network implementation skills and troubleshooting using current LAN/WAN topologies and protocols.
10. Understanding of physical network infrastructures along with DHCP and DNS.
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