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Technical Support Specialist II

2 months ago

Columbus, Ohio, United States Northwest LLC Full time


The Technical Support Specialist II serves as a pivotal role within the help desk, representing a mid-level position for experienced and proficient technicians.

This role primarily involves being the initial point of contact for client service inquiries. Specialists deliver direct, personalized support through phone interactions and, on occasion, in-person assistance to clients.

They initiate the process of identifying and diagnosing customer issues by gathering information through direct inquiries and leveraging a range of advanced management platforms and remote access technologies.

Subsequently, they employ systematic troubleshooting techniques, combined with their IT expertise and practical skills, to resolve issues effectively, ensuring cases are either closed or escalated appropriately.

This position qualifies for a shift differential.

Key Responsibilities

  • Implement professional customer service practices, consistently delivering a high standard of service with a courteous and patient approach.
  • Address and resolve inquiries and service requests by utilizing Support Services protocols, policy documentation, knowledge management systems (KMS), and other reference materials to achieve departmental performance metrics.
  • Develop and adhere to documented procedures.
  • Comply with established infrastructure and application security protocols.
  • Suggest enhancements to KMS processes and procedures, which will be utilized by Support Services team members in their daily troubleshooting efforts.
  • Facilitate normal account creation and maintenance tasks, along with specialized account management as needed.
  • Provide initial support for infrastructure and line-of-business applications.
  • Uphold principles of performance and availability for campus and branch infrastructure.
  • Assist with various IT-related special projects independently as required by business needs.
  • Engage in ongoing customer service and sales training.
  • Manage service requests of medium to high complexity or involving external vendors.
  • Strive to meet and exceed Support Services Key Performance Indicators (KPIs), including but not limited to utilization rates, takeover percentages, SLA performance, and accurate case documentation.
  • Record all customer inquiries and their resolutions in the IT service management application in accordance with standard practices.
  • Notify management of critical customer-facing issues and estimated resolution times.
  • Investigate, diagnose, and resolve all inquiries and service requests through effective collaboration with other teams.
  • Timely escalate customer inquiries when further research or analysis is necessary.
  • Aid in the transition to new software and hardware, including new operating systems and upgraded equipment.
  • Mentor Customer Service Technician I staff.
  • Participate in remote projects under supervision.
  • Support technical initiatives such as new branch openings.
  • Work during scheduled, rotating weekend and night shifts.

Additional Responsibilities

  • Undertake additional projects as required.
  • Engage in continuous training and development.

Safety and Health Responsibilities

  • Adhere to safety and loss prevention program guidelines.
  • Perform work tasks safely.
  • Report any injuries to a supervisor.
  • Be prepared for emergency situations.

Qualifications
To succeed in this role, an individual must be capable of fulfilling each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and abilities necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education
Associate's Degree in a Computer-related field or
Technical Degree in a Computer-related field

Work Experience

  • 6 years in Northwest IS department or
  • 5 years in Customer Service roles.
Experience with modern conference room technology is also beneficial.

General Knowledge, Skills, and Abilities

  • Ability to build effective working relationships within a team and contribute to problem-solving and decision-making.
  • Proficient in presenting and articulating ideas and information clearly and concisely, both orally and in writing.
  • Strong active listening skills to ensure understanding and facilitate open communication.
  • Capability to establish actionable plans to achieve specific goals, utilizing tracking systems to monitor progress and effectively manage resources.
  • Ability to make sound decisions based on analytical processes and exercise good judgment in ambiguous situations.

Additional Knowledge, Skills, and Abilities
Adaptability to changing business priorities
Ability to draft manuals, documentation, and procedures for use by other IT personnel or end users
Familiarity with one or more core Northwest systems or applications
Understanding of PC hardware, server hardware, printers, and other peripheral devices
Knowledge of PC and server operating systems such as Windows 10 and Server 2016
Technical understanding of Windows 10 in a networked Active Directory environment
Familiarity with Microsoft productivity applications, including the Office Suite
Understanding of browser-based technologies

Licenses and Certifications
ITIL Fundamentals and
Microsoft Certifications or
COMPTIA Certifications

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

41 CFR c)