IT Support Specialist II

3 days ago

Washington, United States Optomi Full time

IT Support Specialist II


Optomi, in partnership with a premier client, is seeking an IT Support Specialist for the client's Washington DC office. The Tier 2 Support Specialist will be responsible for Tier II software and hardware support of low to medium complexity daily, via telephone, email, instant message, remote control tool or onsite. Onsite support may include hardware or software installation, troubleshooting, or staff training.


Responsibilities of the Right Candidate:

  • Diagnose and resolve incidents using documented procedures and checklists in the performance of most responsibilities.
  • Enter all incoming incidents and requests into the ticket management system, documenting detailed and accurate troubleshooting steps and instructions, as well as properly notating tickets with all customer contact per GTS Standard.
  • Perform workarounds as appropriate if incident cannot be resolved and/or root cause unknown.
  • Perform basic account access request fulfillment or incident management.
  • Configure, troubleshoot and resolve basic remote access issues.
  • Properly notate tickets with all customer contact per Global Technology Solutions (GTS) Standard.
  • Perform new hire orientation related to PC set-up and use.
  • Function, somewhat independently, under general direction of more senior Service Center analysts, supervisors or managers.
  • In general, follow documented procedures and checklists.


Qualifications of the Right Candidate:

  • Professional demeanor, strong customer relations skills.
  • Proven analytical, troubleshooting and problem-solving abilities.
  • Basic understanding of IP networking concepts, troubleshooting and diagnostics.
  • Basic knowledge of Active Directory.
  • Basic understanding of web technologies and components.
  • Intermediate knowledge of MS Windows, MS Outlook, Internet Explorer, and MS Office applications.
  • Intermediate knowledge of LAN/WAN networking and remote access technologies.
  • Ability to multi-task in a fast paced, constantly changing environment.
  • Ability to work overtime, as needed.
  • Aptitude for understanding and troubleshooting technical problems.

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