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Technical Support Specialist II
4 months ago
Full Time
Day Shift
M-F 8a-430p
Job Summary: The Technical Support Specialist II is responsible for overseeing and maintaining computer hardware and software systems. This role involves resolving technical issues related to clients' daily operations or software infrastructure and supporting computer software integration by diagnosing and troubleshooting common problems.
Key Responsibilities:
- Oversee and maintain computer hardware and software systems.
- Diagnose and troubleshoot technical issues for clients.
- Support software integration and resolve common problems.
- Develop and create documentation and support materials.
- Escalate application issues to IT personnel with detailed troubleshooting documentation.
- Develop and edit customer and technical support knowledge base documentation.
- Prepare and submit Monthly Technology Reports.
- Manage assigned projects.
- Assist with the deployment and imaging of computers, thin clients, laptops, iPads, tablets, and printers.
- Use mobile tracking software for device management (e.g., unlocking devices in Absolute).
Required Skills, Knowledge, and Abilities:
- Strong written and oral communication skills.
- Ability to use critical thinking skills to analyze and solve problems.
- Ability to manage multiple deadlines and tasks.
- Ability to work successfully in a team environment.
- Willingness to work occasional nights, weekends, and holidays.
- Willingness to travel off-campus and overnight for site visits and training.
- Customer service or helpdesk experience is helpful.
- Familiarity with Microsoft Office products, including Excel, Word, and PowerPoint.
- Meets all criteria of Technical Support Specialist I.
- Extensive knowledge of hardware deployments, installations, and troubleshooting.
- Proficiency in software installation and troubleshooting (OS, IE, Java, etc.).
- Knowledge of Microsoft operating systems (Windows 7/10/LTSB, etc.).
- Working knowledge of PC/LAN application software, including word processing (MS Word), spreadsheets (MS Excel), email (MS Outlook), and internet browsers (Internet Explorer, Chrome, Safari).
Minimum Education
High School Diploma or GED
