IT Level II Support Specialist

Description Essential Functions: · Handle problem recognition, research, isolation, resolution, and follow-up for complex user problems. · Log and track client issues using a ticketing system and maintain historical records and related problem documentation. · Accountable for OS image creation / management and deployment strategies: o Hardware distribution o Software distribution o Device management o Security remediation o Computer patching o Network monitoring · Responsible for user account creation, transfers and deletions.

· Handle and manage special projects and requests as designated by the management team. · Provide after-hours on-call assistance, when scheduled, for all priority incidents and problems. · Assist in developing long-term strategies and capacity planning for meeting future desktop/laptop hardware and software needs. · Help with provisioning and troubleshooting users, recordings, and phones in the company phone system.

· Increase the technical bench strength of the IT Computer User Support Specialist by providing documentation and ad-hoc classes on topics of interest. · Serve as the liaison between Level I/II support and other IT administrators for projects and initiatives. · Assist IT Team in developing and implementing security standards. · Field client inquiries and provide application support, network administration, and desktop/laptop troubleshooting.

· Adhere to team performance goals while prioritizing, resolving, and escalating issues in accordance with company policy. · Maintain compliance with all company policies and procedures. Additional Responsibilities: · Maintain regular and timely attendance. · Perform other duties/special projects as required. · Participate on behalf of the company in community and company-sponsored activities as requested.

· Attend safety meetings, complete safety & security trainings, and maintain a safe working environment. · Actively maintain and enhance job-related knowledge and skills through ongoing professional learning and development. Requirements Minimum Qualifications: · Associate’s degree in information technology, related field, or equivalent experience required. · 2 years of experience in a related field is required.

· Must possess and maintain an acceptable driving record and a valid driver’s license. Skills, Knowledge & Abilities · Proficient in personal computers, telecommunications, and information technology · Experienced with Windows Desktop, Windows Server, OS/400, OS X, VMWare, and Linux · Skilled in command line, PowerShell, and batch file syntax · Experienced in Computer and Software Management (Kace or similar) · Strong networking knowledge and experience · Effective in communicating technical information · Knowledgeable in Active Directory and Exchange Server · Proficient in networking and routing technologies and protocols (DNS, DHCP) · Well-versed in computer hardware and software · Experienced with mobile device enrollment to MDM solutions · Professional and courteous communicator with co-workers and business contacts with strong interpersonal skills · Skilled muti-tasker with excellent organizational and prioritization skills for handling multiple assignments · Capable of reading and interpreting technical documents · Detail-oriented and strategic thinker · Proactive and results-driven Physical Abilities: · Constantly remain in a stationary position (sitting or standing) for extended periods while performing computer-based tasks.

· Constantly operate a computer, keyboard, mouse, and standard office and telecommunications equipment with repetitive motion and precision. · Constantly communicate with customers, coworkers, and internal teams via face-to-face interaction, phone, email, video, and other electronic methods. · Constantly view and interpret information on a computer screen for extended periods, including the ability to adjust focus and maintain close vision.

· Occasionally move about the workspace to access equipment, materials, and