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Technical Support Specialist II
2 months ago
The Technical Support team is dedicated to delivering expert assistance and solutions related to IT systems, hardware, and software applications. This role involves addressing inquiries, executing diagnostic procedures, identifying issues, and providing effective resolutions.
Key Responsibilities
1. Serve as the initial point of contact for internal stakeholders requiring support with their computing devices, IT infrastructure, or related software.
2. Offer technical guidance and solutions through various communication channels including texts, emails, phone calls, and in-person interactions.
3. Oversee requests from both onsite and remote users, including managing access via VPN.
4. Diagnose, troubleshoot, and resolve technical issues, escalating to senior IT personnel when necessary.
5. Maintain and update thorough documentation, including standard operating procedures (SOPs) related to recurring issues.
6. Adhere to established run book protocols when addressing inquiries.
7. Log and track all inquiries, issues, and requests in the HelpDesk ticketing system.
8. Support the management of technical inventory and asset tracking programs.
9. Participate in the oversight of services utilized across the organization, such as physical security systems, surveillance cameras, and mobile devices.
10. Manage access to various software platforms used throughout the organization, providing fundamental support as needed.
