Overview:
The Technical Support Specialist II plays a crucial role in our IT department, delivering tier-two technical support to end users and shaping the infrastructure strategy. This position drives technology adoption by researching emerging tools, planning updates, and ensuring a seamless experience for all business areas. A customer-centric approach and a commitment to high-level service are essential.
Key Responsibilities:
- Maximize system performance by evaluating technical applications and recommending improvements.
- Test software compatibility with existing infrastructure and ensure smooth integration.
- Conduct security configurations and manage access permissions for groups or individuals.
- Assess and recommend technical purchasing options based on gathered data.
- Collaborate with vendors to evaluate software and ensure compatibility with existing systems.
- Perform network, software, and security performance tuning.
- Document updates to hardware, software, and processes.
- Stay current on industry advancements by attending workshops and reviewing publications.
- Oversee the setup and maintenance of RF equipment and manage assets across multiple locations.
- Provide installation, modification, and repair of hardware and software systems.
- Offer training for new software through various channels (in-person, manuals, videos).
- Collaborate with users to assess hardware/software needs and assist with orders.
- Serve as tier-two support, managing escalated tickets and ensuring timely resolution.
- Qualifications and Skills:
- Proven problem-solving and troubleshooting expertise.
- Strong infrastructure design, configuration management, and network monitoring skills.
- Expertise with Microsoft SharePoint administration, site creation, and permission management.
- Experience with Microsoft Azure, including user administration, resource management, and security controls.
- Ability to clearly communicate technical information to non-technical staff.
- Familiarity with software maintenance, testing, and process improvement strategies.
- Experience in vendor management and purchasing.
- In-depth knowledge of networking principles, operating systems, and security protocols.
- Strong customer service focus and ability to prioritize in a fast-paced environment.
- Collaborative mindset with a hands-on approach to solving technical challenges.
Education and Experience Requirements:
- Associate’s degree or higher in computer science, information systems, or a related field.
- Minimum 3 years of experience in IT infrastructure support, Level 2 technical support, or related role.
- Experience working with Microsoft SharePoint, Azure environments and Power Automate (preferred).
Work Hours:
- Regular business hours: 8:00 AM – 5:00 PM, with on-call rotation every 8 weeks.
Physical Requirements:
- Ability to lift and carry equipment up to 50 pounds.
- Must be able to walk moderate distances within and between buildings as required.
- Ability to stand, walk, and perform repetitive motions for extended periods when necessary.
- Occasionally required to kneel, crouch, and climb stairs as part of hardware installation or maintenance tasks.
