IT Support Specialist Level 2

1 month ago

Washington, United States AVASO Technology Solutions Full time
Job Description

AVASO Technology Solutions is seeking a skilled IT Support Specialist Level 2 to join our team. As a key member of our IT Support Centre, you will provide day-to-day local desktop support, receive inbound calls, and troubleshoot hardware, software, and application issues.

Key Responsibilities
  • Provide first/second level contact and problem resolution for customer issues.
  • Work with Third Party Vendors to remediate complex AV issues as needed.
  • Provide timely communication on issue status and resolution.
  • Maintain ticket updates for all reported incidents.
  • Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
  • Should have basic knowledge of Mac operating system to support Apple PC users.
  • Install, upgrade, support, and troubleshoot for printers, computer hardware.
  • Perform general preventative maintenance tasks on computers, laptops, printers.
  • Perform remedial repairs on Desktops, laptops, printers, and any other authorized peripheral equipment.
  • Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
  • Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.
  • This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
  • Experience troubleshooting Active Directory, TCP/IP networks, and common PC systems, Microsoft Exchange, and Office 365.
  • Experience working with WANs, LANs, TCP/IP, Firewalls, Routers, and Switches.
Requirements
  • Bachelor's degree or equivalent in Computer Science or related field.
  • CompTIA A+, Microsoft Certified Professional (MCP), Network+, or Security+ is preferred.
  • Minimum of 18 months years of IT experience.
  • Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
  • Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
  • Proven analytical, troubleshooting, and problem-solving skills.
  • Proven ability to multi-task, effectively determine priorities, and meet SLAs.
  • Excellent communication relationship-building and internal customer service skills.
  • Adaptable and flexible in a fast-changing industry and work environment.
  • In addition, the IT Support Specialist Level 2 Technician will mentor and assist Band 1 technicians in their work and provide support to Band 3 Engineers in resolving tickets.
  • Driver's license and personal vehicle with the ability to travel within a radius daily to pick-up parts at designated pick-up and drop-off location and to support various end-clients.
  • 3 years' experience with hands-on IT support troubleshooting PCs/laptops and telecommunication equipment.
  • Strong knowledge and experience with computer/server hardware and software trouble shooting (experience on DELL hardware and servers is a plus).

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