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IT Support Technician II

2 months ago

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IT Support Specialist II - ICBD Holdings LLC

About ICBD Holdings LLC

ICBD Holdings LLC is a dynamic organization at the forefront of innovation in the healthcare sector. We specialize in providing comprehensive support services that enhance operational efficiency and improve client experiences. Our commitment to excellence drives our growth and expansion across various regions, enabling us to deliver high-quality solutions to our clients.

Career Advancement

Are you a seasoned IT professional eager to elevate your career within a forward-thinking company that values your contributions?

The IT Support Specialist II plays a crucial role in delivering technical assistance to ensure our systems operate at peak performance, enabling users to maintain productivity. The ideal candidate will collaborate with a dedicated team to implement a strategic plan focused on security, networking, telecommunication systems, and system integrations.

Key Responsibilities
  • Serve as the initial point of contact for incoming support requests through various channels, ensuring prompt and effective resolution of user issues.
  • Document and track the incident resolution process, detailing all decisions and actions taken until the issue is resolved.
  • Utilize remote diagnostic tools to facilitate troubleshooting efforts.
  • Research and identify solutions using both internal and external resources as necessary.
  • Perform hands-on repairs and maintenance at the desktop level when remote assistance is insufficient, including hardware fixes and peripheral setup.
  • Verify that issues have been resolved through testing and follow-up.
  • Create user-friendly help guides and FAQs to assist end users.
  • Contribute to the knowledge base and training materials for technical staff.
  • Ensure adherence to service level agreements to manage user expectations effectively.
  • Propose enhancements for continuous improvement of IT services.
  • Provide support to all user levels, including executive personnel.
  • Lead and mentor junior technical support staff.
Qualifications

Education and Experience
  • Bachelor's degree in Information Technology or a related field.
  • Certifications such as A+, Network+, or Microsoft Certified Professional.
  • Minimum of 5 years of experience in IT support roles.
  • Experience with Mac and iOS platforms.
  • Willingness to work flexible hours, including evenings and weekends if required.
  • Ability to pass drug and background screenings.
Required Expertise
  • In-depth knowledge of computer hardware, including systems from major manufacturers.
  • Proficient in desktop and server operating systems, including Windows, Mac OS, iOS, and Android.
  • Extensive experience supporting applications such as Office365, Azure, Microsoft Office, and others.
  • Familiarity with various diagnostic tools and ITIL principles.