Technical Support Specialist II

Overview:

The Technical Support Specialist II position, based at our Regional Office in Tallahassee, FL, will provide advanced Tier II technical support to our end users. Support tickets will be received via phone, email, and escalations from Tier I. Responsibilities include, but are not limited to, troubleshooting and resolving issues related to computers, printers, software, and networks. The role also involves using tools and techniques to quickly identify and resolve issues. Additionally, the Specialist will collaborate with Tier I technicians by offering training and documentation to enhance their skills and knowledge. Advanced technical knowledge and troubleshooting skills are essential for this position.

Education / Credentials / Experience

• 3-5 years of experience providing IT support to end users, including troubleshooting and resolving technical issues.
• Two or more years of experience in a Helpdesk Corporate environment preferred.
• Proficient in networking services such as DNS, DHCP, and basic connectivity troubleshooting.
• Skilled in administration of Active Directory, implementing and troubleshooting Group Policy, and managing AD topologies.
• Experienced in Office 365 administration and the Office product suite.
• Advanced knowledge of electronics, PC architecture, and operating systems.
• Extensive experience with current Windows operating systems.
• Proven expertise in Remote Desktop Management, PC troubleshooting, configuration, maintenance, and printer troubleshooting.
• Working knowledge of diagnostic utilities, including application error and system event logs review, ping, traceroute, ipconfig, and PsExec.
• Understanding of VoIP technologies, including administration and troubleshooting.
• Currently hold or willing to obtain certifications such as ITIL Foundation, CompTIA A+, and CompTIA Net+.
• Excellent written and verbal communication skills.
• Resourceful and able to take initiative in a dynamic environment.

Essential Duties / Responsibilities

• Provide advanced support requiring elevated access.
• Apply system analysis techniques to resolve technical issues with computer hardware, software, mobile devices, and telecommunication systems.
• Triage and resolve escalated Tier 1 along with Tier 2 requests, while developing an understanding of the Tier 3 escalation process.
• Effectively test fixes to ensure issues are adequately resolved.
• Perform post-resolution follow-ups to confirm problem resolution.
• Fully document all pertinent end-user information, including name, department, contact details, etc., and ensure that all call resolution notes are appropriately entered.
• Configure, maintain, test, and document Help Desk-specific applications and knowledge base, as well as document and monitor incidents and work requests per departmental procedures.
• Solve complex problems independently or collaboratively with Help Desk colleagues.
• Answer, evaluate, and prioritize incoming requests for assistance.
• Fulfill routine communication requirements, including system documentation and status reporting.
• Utilize the Help Desk Ticketing system to document and manage client requests and issues.
• Provide training to end users as needed on supported Microsoft technologies or contract-specific applications.
• Follow and adhere to simple and complex instructions, including SOPs.
• Create and update procedural documentation
• Potential to work weekends and holidays.
• Perform other duties as assigned.

Position Core Competencies

• Problem Solving: Acts collaboratively in resolving Ability to present solutions rather than just identifying problems.
• Technical Skills: Uses current technology and tools to solve user issues. Broad understanding of technical issues and ability to keep up to date with new technologies. Has strong aptitude for quickly learning new technologies.
• Innovation: Continuously improves the business by generating new and practical ways of doing things in order to solve problems. Encourages others to propose innovative
• Communication: Able to communicate clearly in both written and verbal forms with the team and end users, sharing knowledge without hesitation. Always maintains a professional attitude and appearance, and builds effective working relationships with team members, as well as Tier 2 and Tier 3 staff.
• Accountability: Follows through on commitments and agreements, taking responsibility for mistakes and deadlines. Owns projects and tasks, completing them without needing reminders.
• Customer Service: Deliver courteous service. Take personal responsibility for resolving user issues. Seeks user improvement
• Stress Tolerance: Must be able to effectively handle stressful or adverse situations and work effectively under difficult conditions. Ability to remain calm while handling technical emergency situations or tight deadlines on

Physical Demands / Working Conditions

• Must be capable of lifting and/or moving equipment weighing up to 30 lbs; may need to stand, walk, stoop, kneel, crouch, or crawl.
• Ability to work in confined spaces that may require bending and/or crawling to access cables and other equipment.
• Must be able to sit and work at a computer desk for extended periods, using a mouse and viewing a screen; involves repetitive physical activities such as data entry and repetitive mental activities such as checking entries in reports.

Impellam Group and its brands are equal-opportunity employers committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, pregnancy or maternity, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application, interview process, pre-employment activity, and the performance of crucial job functions.

If you require additional disability considerations, modifications, or adjustments please let us know by contacting HR-InfoImpellamNA@impellam.com or fill out this form to request accommodations.