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IT Support Specialist II
Job Profile
Position Information
Reports to |
Manager, IT Support |
Region |
North America |
Function |
Service Desk |
Location(s) |
West Lincoln |
Department |
GTS |
FLSA Classification |
Non-exempt |
Grade Levels |
T2 |
Position Code |
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Position Purpose
The IT Support Specialist II serves as a senior source of technical assistance and support to the user community for hardware, software, access, permissions, and other technical resources. Responds to complex tickets for break/fix incidents as well as service requests. Requires knowledge and skills to either assist the user to fix the problem, or escalate the problem to the appropriate IT resource, following department procedures. Accuracy/quality and concise documentation of work is a large requirement of this position; good attitude and customer service skills; good work ethic; good attendance record and punctuality.
Essential Responsibilities / Accountabilities |
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Review senior level incoming and assigned IT support tickets, determining priority before working ticket or escalating to the proper IT resource.
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Monitors, creates, updates, maintains, and resolves complex IT support tickets.
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Properly documents all ticket updates and resolutions and follow up with all parties involved to ensure the problem was corrected to their satisfaction.
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Create new documentation (knowledge base) or update existing knowledge base items
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Monitors computer software and hardware operating status; ensure that computers, printers, and other peripherals are in operating order.
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Performs hardware and software maintenance, when necessary.
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Reports equipment problems or failures and provides necessary documentation.
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Sets up, configures, and installs new equipment which may include Desktops, Laptops, Printers, Mobile Devices, Network Equipment, etc.
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Assist users with general application problems/questions and escalate to the appropriate resource when necessary.
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Installs and configures desktop applications.
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Communicates thoroughly and timely all pertinent information to give management as much time as possible to react to situations.
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Uses proper customer service etiquette when interacting with customers, vendors and others.
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Maintains a positive, proactive attitude committed towards continuous improvement of company culture and productivity.
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Maintains a clean and organized work area. |
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Ability to work independently on tickets and other assigned tasks, seeking assistance from peers or leadership when necessary
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Adhere to all company safety policies and procedures.
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Attend meetings, seminars, and training sessions as required.
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Perform assigned duties according to the policies and expectations prescribed by the company.
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To perform this position successfully, each essential responsibility/accountability must be fulfilled satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the responsibilities and accountabilities outlined above.
Other duties may be assigned to meet business needs.
Management Responsibility
This role has no management or supervisory responsibilities.
Competencies
Behavioral Competencies
Technical Competencies
Working Conditions and Physical Effort
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision. The employee regularly operates a computer, including typing, using a mouse or keyboard, and viewing the screen for extended periods.
While the role does not require regular lifting or physical exertion, there may be occasional onboarding programs or training opportunities that create opportunities for more exposure to physical tasks or new environments (sites, venues, etc.)
Work conditions of the role are:
Outcomes
What are the critical metrics used to measure performance within the role?
401 W Lincoln Ave, Lititz PA 17543, United States
+1 717 626 9571