Technical Support Specialist II

Position Overview:

The Technical Support Specialist II plays a crucial role in delivering exceptional service to users by providing effective solutions to a diverse array of technology-related challenges and facilitating training on various systems.

This position serves as the initial point of contact for users within the organization.

The Technical Support Specialist II must possess strong communication skills to effectively gather user information, analyze low to medium complexity issues, and identify solutions for prompt resolution of reported concerns.

This role requires meticulous documentation of all reported issues in the IT Service Management System and adherence to established Service Level Agreements (SLAs) based on the urgency of the reported problems.

Physical Demands:
Stand or Sit (Stationary position), Walk (Move, Traverse), Use hands/fingers to handle or feel (Operate, Activate, Use, Prepare, Inspect, Place, Detect, Position), Climb (stairs/ladders) or balance (Ascend/Descend, Work atop, Traverse), Stoop, kneel, crouch, or crawl (Position self(to), Move), Talk/hear (Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information), See (Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess), Pushing or Pulling, Reaching, Repetitive Motion

Job Responsibilities:

Technical Assistance - Offers technical support through various channels to users regarding a wide range of application and technical challenges.

Collect user information and assess the issue by analyzing symptoms to determine the root cause.

Evaluate the severity of the issue and ensure timely responses through a structured triage process.

Deliver practical solutions to a variety of technology-related problems.

Identify opportunities for enhancing incident response efficiency through automated monitoring and corrective action protocols.

Diagnose, research, and resolve basic technical issues.

Utilize the Knowledge Base to identify problems and potential solutions.

Customer Engagement - Develop and maintain robust relationships with users by actively listening, understanding, and addressing their needs.

Provide service to both internal and external users to meet their expectations.

Actively listen to concerns and resolve reported issues effectively and in a timely manner.

Commit to ongoing improvement initiatives.

Ensure compliance with user response timelines (SLAs) based on the urgency of reported issues, including documenting clear and accurate status updates in the ticketing system.

Anticipate user needs and proactively address issues.

Foster relationships with users by providing education and training as necessary.

Deliver high-quality solutions that align with the organization's objectives.

Additional Responsibilities:
Pursue training and development opportunities; strive to continuously enhance knowledge and skills.

Assist colleagues in other departments to resolve technical and/or application-related issues.

Train newly onboarded staff.

Act as a backup for the Field Operations team as required.

Perform other duties as assigned.

Essential Competencies:

Problem Solving - Demonstrates the ability to identify problems, assess solutions, document issues, and implement responses.

Capable of:
Defining problems before attempting to resolve them.

Following a structured approach to address low to medium complexity and/or recurring issues.

Involving team members in problem-solving efforts.

Seeking guidance from those with experience in similar situations.

Generating a range of solutions and evaluating the benefits and risks associated with each.

Anticipating potential issues and proactively addressing them.

Exploring various resources for answers and thinking creatively to find options.

Being receptive to others' ideas to aid in developing solutions.

Asking insightful questions to identify optimal solutions.

Providing innovative and creative solutions.

Testing proposed solutions against likely outcomes before implementation; looking beyond the obvious for optimal results.

Company Knowledge - Understands the organization, its offerings, and operational processes.

Apply extensive knowledge of Reliance, Inc. across multiple areas to technology solutions.

Communication - Exhibits effective communication skills across all levels to support departmental and organizational goals.

Capable of:
Clearly conveying information tailored to the audience and message type (e.g., non-technical, sensitive, controversial).

Asking questions and summarizing discussions to prevent misunderstandings.

Presenting information in a concise and focused manner.

Listening actively to others.

Communicating written information (e.g., facts, ideas, messages) in an organized and succinct manner.

Producing written content, including technical material, appropriate for the intended audience.

Sharing ideas and encouraging others to do the same.

Ensuring written messages achieve the desired effect on the target audience.

Building Collaborative Relationships - Cultivates, maintains, and strengthens partnerships with others within and outside the organization.

Capable of:
Establishing rapport with colleagues easily.

Collaborating with others to achieve common goals.

Listening and constructively responding to team members' ideas.

Being transparent with team members about concerns.

Encouraging cooperation, pride, trust, and group identity.

Fostering commitment and team spirit.

Effectively persuading and influencing team members to reach objectives.

Offering support for others' ideas and proposals.

Sharing expertise with colleagues.

Providing assistance to others when needed.

Working towards solutions that all team members can endorse.

Acknowledging team members for their contributions.

Decision Making - Makes informed, objective decisions; understands the implications of decisions; commits to action, even in uncertain situations, to achieve organizational goals.

Capable of:
Gathering data and input from others when making decisions.

Escalating decisions when necessary.

Balancing analysis, insight, experience, and perspective in decision-making.

Weighing the pros and cons of each option before proceeding.

Explaining the rationale behind decisions.

Following up to ensure decisions are implemented.

Applying knowledge from past experiences.

Accountability - Holds oneself accountable for delivering high-quality, timely, and cost-effective results.

Capable of:
Managing time effectively.

Accepting responsibility for mistakes.

Complying with established policies and procedures.

Taking ownership of successful outcomes in work assignments and projects.

Minimizing rework.

Seeking learning opportunities.

Identifying training needs and taking action to acquire knowledge.

Proactively collaborating across functional areas as needed.

Anticipating and adjusting for potential challenges.

Demonstrating enthusiasm for challenging tasks.

Being proactive throughout work assignments and projects.

Persistently striving for results.

Assisting others in their learning.

Making sound decisions on behalf of the organization (profitability, compliance).

Managing costs effectively.

Ensuring consistency across projects.

Leadership - Demonstrates commitment and effort in achieving departmental goals and objectives.

Capable of:
Treating colleagues fairly and equitably.

Behaving in a tactful, compassionate, and sensitive manner.

Empowering others through information sharing.

Actively listening and clarifying information as needed.

Fostering an environment of open communication.

Acting in a proactive and achievement-oriented manner.

Qualifications:
Bachelor's Degree or equivalent experience in a related field required.

IT certifications or equivalent experience preferred.

3+ years of experience supporting desktop and application technologies required, including Dell desktops/laptops, Lenovo laptops, HP Printers, Datamax printers, and handheld scanners.

2+ years of experience supporting applications and technologies preferred: Trend Micro Antivirus, Citrix, Active Directory, TCPIP, DNS, DHCP, WINS, VPN client configuration.

Microsoft Exchange/Outlook:
Creating rules.

Microsoft Excel:
Understanding Macros and formulas.

Internet Explorer, Chrome, HTML, Windows installation, internet/intranet support issues.

Help Desk Incident Management Software.

SQL or Microsoft Access database.

Remote control tools – Bomgar preferred.

Strong working knowledge of Windows OS and desktop productivity tools such as MS Office required.

Effective communication skills, both verbal and written, at all levels including customers, vendors, peers, business stakeholders, and management required.

Self-motivated with the ability to work independently, with minimal supervision, and as part of a team.

Detail-oriented with excellent interpersonal communication skills.

Exceptional customer service skills.

Compensation Range:
The anticipated compensation for this position is USD $56,000.00/Hr. - USD $82,500.00/Hr. based on experience, qualifications, and location.

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