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IT Support Specialist

2 months ago

Birmingham, Alabama, United States TAD PGS, Inc. Full time
IT Specialist II Job Description

We are seeking an experienced IT Specialist II to join our team at TAD PGS, Inc. in Homewood, AL. This is a hybrid position with occasional need to go onsite.

The IT Specialist II will be a member of a team focused on assisting customers via a ticketing system and direct telephone contact. We provide support for Windows desktops and servers, Microsoft 365 products, backup solutions, computer networks, and other IT services.

Key Responsibilities:

  • Serves as the Tier II escalation point for incoming service requests, escalating or reassigning them as necessary
  • Continually monitors the Managed Services ticket queue for new tickets
  • Resolve customer issues as needed in a quick and professional manner
  • Assist with first-touch triage for customers during surge times
  • Provide on-site support for customers when needed
  • Review completed tasks to ascertain compliance with written standards
  • On-call duty as rotation requires

Requirements:

  • Expert with Windows Desktop OS and Server OS
  • Expert with desktop, laptop, and server hardware
  • Experience with:
  • MacOS
  • Microsoft 365
  • Azure
  • Active Directory
  • Networking devices, such as firewalls, access points, and switches
  • Troubleshooting server-type applications
  • Backup and disaster recovery solutions
  • Patching and system hardening
  • Excellent communication and customer service skills
  • Excellent troubleshooting workflow
  • Solid understanding of cybersecurity best practices and incident remediation
  • Capable of performing calmly and effectively in a dynamic call center environment or at a customer site, with often conflicting priorities and urgent customer requests

TAD PGS, Inc. is an equal opportunity employer and a VEVRAA Federal Contractor. We consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements.