IS Support Specialist II

Provides advanced technical support to the Organizations' computer equipment and users by performing the following duties

Essential Functions & Responsibilities

  • Answers, evaluates, and prioritizes incoming telephone, voice-mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
  • Handles problem recognition, research, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff
  • Logs and tracks all issues using ticket tracking system
  • Assists in software and hardware upgrades and new installation
  • Install/Configures personal computers, software, and peripheral equipment
  • Serves as an escalation point to our IS Support Specialist I
  • Install/Configures/Maintains VOIP equipment
  • Maintains equipment inventory
  • Assist in maintaining the IT Server Room and closets
  • Assist in maintaining the departments knowledge base and additional documentation
  • Assist in maintaining server downtime by performing pro-active server maintenance tasks
  • Train users on software/hardware
  • Develop and recommend cost effective technical support improvements.

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Education and/or Experience

  • High School Diploma
  • 4+ years experience Level 1 Helpdesk
  • Knowledge of hardware and networking
  • Proficient in Windows
  • A+ Certification a plus, but not required.

Computer Skills

  • Windows Operating System (Windows 7, 8/8.1, 10, Server 2008 R2, 2012, 2016)
  • Knowledge of Active Directory, Exchange 2010
  • Remote desktop connectivity
  • Internet browsers (e.g. Explorer, Chrome, Firefox)
  • MS Office Suite 2010/2013/2016

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