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IT Support Specialist

2 months ago

London, Kentucky, United States TAD PGS, Inc Full time
Job Summary

TAD PGS, Inc is seeking an experienced IT Support Specialist to join our team as an Enterprise Tier 2 IT Technical Support Specialist. As a Help Desk Technician, you will be responsible for providing first contact resolution for account administration, desktop, laptop, mobile devices, applications, and network connectivity problems remotely in a call center or walkup desk.

Key Responsibilities
  • Provide first contact resolution for account administration, desktop, laptop, mobile devices, applications, and network connectivity problems remotely in a call center or walkup desk.
  • Create, maintain, and modify user accounts for network and business applications.
  • Research, analyze, and diagnose problems with client systems to include hardware and software, servers, peripheral equipment, and networks.
  • Solve problems using documented processes where available and best practices where not.
  • Assist teams with incident response support and be involved in the development and presentation of training sessions.
  • Provide appropriate documentation on services provided and status updates as needed.
Requirements
  • Possess a Bachelor's degree or at least 4+ years of recent Enterprise Tier 2 IT related work experience.
  • Must have at least 4 years Enterprise Tier 2 IT Technical support experience.
  • Must be able to obtain Secret level security clearance.
  • Eligibility requirements include U.S. citizenship.
  • Must have a valid driver's license, subject to motor vehicle record evaluation.
Desired Qualifications
  • Have the ability to troubleshoot and resolve technical problems for clients.
  • Have hardware, software and networking troubleshooting experience.
  • Be an excellent communicator, highly motivated and have excellent customer services skills with the ability to interface with all levels of staff.
  • Be willing and able to support operations and work necessary hours to complete critical work and/or troubleshooting and work in a call center environment that requires sitting for extended periods of time and troubleshoot problems over the phone during the assigned work hours.
  • Possess a Bachelor's degree in an IT-related field.
  • Have 4+ years' experience in a call center environment and using system management tools such as Symantec Ghost Solution Suite.
  • Have software experience with Desktop remote control tools and Windows 10, Macintosh, and iOS.
  • Possess any of the following certifications: ITIL, A+, Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer for Windows (MCSE), Apple Certified Macintosh Technician (ACMT), HDI Support Analyst.