Information Technology Support Specialist

3 weeks ago

Minneapolis, United States Robert Half Full time

We are seeking a knowledgeable and experienced IT Support Specialist / Help Desk Tier 2 to join our dynamic and growing IT team. This role plays an integral part in providing advanced technical assistance to our internal employees and assisting with the management and resolution of more complex IT and system-related issues.

Responsibilities:

1. Provide Tier 2 technical support to internal teams, solving more challenging IT issues escalated from Tier 1 support.

2. Troubleshoot complex hardware, software, and network problems, providing problem resolution, including root cause analysis and prevention.

3. Collaborate with business users and IT team members to provide quick solutions, ensuring minimal disruption to operational activities.

4. Conduct regular system audits, network analyses, and security assessments to prevent system failures.

5. Assist in the installation, configuration, and maintenance of hardware, software, and network systems.

6. Develop, maintain, and deliver easy-to-understand user guides and training documentation.

7. Contribute to and maintain a knowledge base of known issues, fixes, and standard IT procedures.

8. Assist with new system implementation and user training sessions.

9. Participate in IT projects as needed, including system upgrades and new system implementations.

Qualifications:

1. Bachelor's degree in Computer Science, Information Technology, or a related field.

2. Minimum 3-5 years of experience in an IT support role, preferably in a Tier 2 position.

3. Experience with various operating systems (e.g., Windows, macOS) and platforms (e.g., Azure, AWS).

4. Strong knowledge of network protocols, system security, and IT best practices.

5. Excellent troubleshooting abilities and problem-solving skills.

6. Ability to diagnose hardware and software issues.

7. Solid understanding of business applications and technologies (e.g., MS Office, CRM systems).

8. Excellent communication skills- both written and verbal with strong customer service orientation.

9. Ability to work independently and as part of a team.

10. IT certifications (e.g., CompTIA, Microsoft, Cisco) are a plus.

The ideal candidate will be a resourceful problem solver, able to work effectively in a high-pressure environment. You should have strong communication, organizational, and analytical skills, along with the ability to adapt quickly to rapidly changing technologies.

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