IT Support Specialist II

2 weeks ago


Boca Raton, Florida, United States Total Warranty Services Inc Full time


We are looking for a skilled IT Support Specialist II to enhance our service capabilities. The ideal candidate will deliver exceptional customer assistance and technical support to users, whether they are onsite or remote. This role necessitates a solid grasp of IT service management principles, including effective communication skills and the ability to juggle multiple service requests while adhering to established timelines and service level agreements (SLAs).

Key Responsibilities
  • Deliver outstanding customer support by actively engaging with users, demonstrating patience, and showing empathy, with an emphasis on resolving issues on the first contact and ensuring a positive user experience.
  • Address and resolve technical support inquiries from users through various channels. Escalate more complex issues to senior staff or external vendors as necessary.
  • Set up and oversee IT service management software and workflows to enhance service delivery and implement process improvements.
  • Regularly update and maintain knowledge base articles for frequently encountered issues and procedures to guarantee uniformity in service delivery.
  • Possess a solid understanding of SLAs, asset management, and service delivery processes.
  • Keep abreast of industry trends and best practices.
Qualifications
  • A Bachelor’s degree in Computer Science, Information Systems, or a related discipline is preferred.
  • A minimum of 3 years of practical experience in supporting local and remote users.
  • Proven experience in managing service requests via various communication methods within set timelines and SLAs.
  • Exceptional verbal and written communication skills.
  • Ability to collaborate effectively within a team environment.
  • Strong analytical and problem-solving abilities with meticulous attention to detail.
  • Capability to prioritize multiple tasks and work autonomously or collaboratively in a dynamic setting.
  • In-depth knowledge of Microsoft Office365, Windows OS, Active Directory, and Group Policy.
  • Familiarity with networking concepts and protocols is advantageous.
  • ITIL v4 certification is a plus.
If you are a dedicated IT professional with a commitment to delivering high-quality customer service and technical support, we invite you to consider this rewarding opportunity. We provide a competitive salary, comprehensive benefits, and a collaborative work environment that encourages professional development.

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