Job Title: IT Support Specialist (Service Desk Level 2)
Key Responsibilities:
- Monitor and respond to help desk tickets, ensuring timely resolution of incidents and requests.
- Document solutions in the ticketing system for accurate records and knowledge sharing.
- Set up and deploy hardware such as computers, printers, and mobile devices using Microsoft Endpoint Manager.
- Ensure proper operation of equipment, including workstations, phones, and printers.
- Assist with user account setup and permissions using Active Directory and Azure AD.
- Troubleshoot basic hardware and software issues, escalating complex problems as necessary.
- Track and report recurring device performance issues.
- Collaborate with IT teams and business units to facilitate software/hardware upgrades and purchases.
- Provide on-site and remote IT support for internal users and visiting employees/contractors.
- Address IT security issues and ensure compliance with security standards.
- Share IT knowledge with team members to enhance collective expertise.
- Support system implementations and upgrades.
- Participate in managing network and hardware assets.
- Collaborate with development teams during project lifecycles.
- Complete additional tasks and responsibilities as assigned.
Qualifications:
- Minimum of 2 years of Service Desk Level 2 experience with Windows, Microsoft 365, laptops, and printers.
- Certifications such as ITIL, A+, Network+, or Microsoft are preferred.
- Expertise with systems like Windows 10/11, Microsoft 365, Cisco VoIP, and ServiceNow.
- Proven experience troubleshooting hardware and software issues.
- Familiarity with IT support in a manufacturing setting is a strong plus.
- Knowledge of data privacy laws and standards.
- Ability to work independently and collaboratively with remote teams.
- Strong written and verbal communication skills.
- Proficient in planning and prioritizing tasks based on business impact.
This position is ideal for a detail-oriented, customer-focused professional who thrives in a fast-paced IT environment.
