IT Support Specialist II

7 hours ago


Sterling, Virginia, United States Cuisine Solutions Full time
Job Title: IT Support Specialist II

At Cuisine Solutions, we are seeking a highly skilled IT Support Specialist II to join our team. As a key member of our IT department, you will play a critical role in providing advanced technical assistance and support to resolve complex issues related to computer systems, software, and networks.

Key Responsibilities:
  • Manage escalated technical issues from Tier 1 support, providing in-depth analysis and advanced troubleshooting to achieve resolution.
  • Diagnose and resolve complex hardware, software, and network issues, collaborating with other IT teams and vendors if necessary.
  • Research and develop solutions to technical problems, documenting procedures and best practices for future reference.
  • Perform system upgrades, configurations, and installations, ensuring minimal disruption to operations.
  • Mentor and assist Tier 1 support agents, providing guidance and knowledge transfer to enhance their capabilities.
  • Maintain accurate and detailed records of technical issues and resolutions using our ticketing system.
  • Collaborate with cross-functional teams to implement improvements and enhancements to existing systems and processes.
  • Conduct user training sessions on advanced technologies and applications.
Requirements:
  • Proven track record (3 years) in a Tier 2 or equivalent technical support role.
  • Expertise in troubleshooting and resolving complex hardware, software, and network issues.
  • In-depth knowledge of operating systems (Windows, MacOS), software applications, and network protocols.
  • Proficiency in utilizing helpdesk software and ticketing systems to manage and track support requests.
  • Strong analytical and problem-solving skills with the ability to prioritize tasks effectively.
  • Excellent written and verbal communication skills for effectively conveying technical information to non-technical users.
  • Relevant certifications (e.g., CompTIA Network+, Microsoft Certified Solutions Associate) are advantageous.
Work Environment:

Cuisine Solutions is a dynamic and fast-paced environment, and this role requires the ability to work in a team-oriented setting. The successful candidate will be able to travel to all satellite office locations and participate in on-call-duty rotation, including nights and weekends.



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