Technical Support Specialist

3 weeks ago

Castle Rock, United States BridgeView Full time

TITLE: SUPPORT SPECIALIST Tier II - 6-month Contract to Hire role

LOCATION: Onsite - Castle Rock, CO

BENEFITS & PERKS: Medical, Dental & Vision on your first day, 4% match on 401(k), Life Insurance, Short & Long-Term Disability, employee perks, and more (detailed below).


OVERVIEW

The Tier II Support Specialist will provide hands-on support for the 1500 users in the county. 800 are virtual machines. Specifically supporting office suite, web app, printers, laptops, iPad, desktops. Refresh imaging systems and new user rollouts. .


  • HOW YOU WILL MAKE AN IMPACTProvide primary computer, peripheral, process, and application support to customers by phone and in person. Diagnose and resolve technical hardware and software problems using multiple troubleshooting techniques and all available resources. Determine the extent of customer-reported issues.
  • Take ownership of reported incidents and problems, maintaining consistent communications and ensuring resolution.
  • Perform initial assessment and prioritization of reported issues.
  • Work with other IT personnel to investigate and resolve performance problems with applications and/or systems.
  • Perform remote administration of PCs and other devices.
  • Provide lifecycle management of the county desktop computing environment. This includes security updates, virus scan reviews, and hardware maintenance as needed.
  • Respond to a wide range of procedural questions from the user community.
  • Support County users of critical, non-standard systems.
  • Create, develop, and maintain functional documentation for applications, hardware, and processes.


  • EXPERIENCE REQUIRED Minimum of 3 years of work experience
  • LANGUAGE SKILLS: Ability to establish and maintain effective working relationships. Able to communicate effectively using both oral and written forms to both technical and basic user levels.
  • REASONING ABILITY: Must possess good organization and prioritization skills. The ability to develop logical plans of action for troubleshooting is a must. Work with little or at times, no supervision.
  • CERTIFICATES, LICENSES, REGISTRATIONS: Must possess a valid driver’s license and insurance policy to drive county vehicles. ITIL Certification or equivalent preferred.
  • OTHER SKILLS and ABILITIES:
  • Ability to provide exceptional levels of customer service. Possess considerable knowledge of both software applications and hardware used for automated processes. Must have strong troubleshooting skills.
  • Knowledge of the following required: IT Service Desk operations, Microsoft Operating Systems, basic TCP/IP networking skills, and Office 365.Knowledge of the following desired: SCCM, Symantec Enterprise Protection antivirus client. Some knowledge of training practices and principles.
  • Must possess strong time management skills. Ability to work beyond scheduled hours and respond to after-hours calls in a time-critical manner.
  • This position requires successful completion of a criminal background check including fingerprinting through a national database.

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