Technical Support Specialist II

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Published: September 6, 2022
Location
Bridgeton, MO
Job Type
Salary
Based on Experience

Description

Technical Support Specialist II

The Technical Support Specialist II responds to and resolves Helpdesk inquiries in a timely manner and according to department quality and quantity standards. Helpdesk issues include the support, maintenance, and repair of equipment, connectivity to the network and troubleshooting of end user system hardware and software problems and issues. This position provides prompt, reliable, and accurate information to internal clients while maintaining effective communications and provides support and training to less experienced staff.

Principal Responsibilities:

  • Manage the network connectivity of applications and systems across the company.
  • Oversee installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
  • Ensure network connectivity of all workstations.
  • Administer equipment, hardware, and software upgrades.
  • Develop and implement training plans for end users in appropriate use of PCs.
  • Perform network asset management, including maintenance of network component inventory and related documentation and technical specifications information.
  • Receive and respond to incoming Helpdesk requests via ticketing system, phone calls, and e-mails regarding software, hardware, web site or networking problems in a courteous and professional manner.
  • Demonstrate analytical ability solve moderate problems when troubleshooting client PC and network issues.
  • Seek out opportunities to improve customer service, reduce costs related to technology, and improve vendor relationships.
  • If necessary, liaise with third-party support and PC equipment vendors.
  • Administer and maintain end user accounts, permissions, and access rights.
  • Mentor and train less experienced staff.
  • Other duties as needed or assigned.

Required Skills

  • Working knowledge of network administration.
  • Working technical knowledge of Microsoft PC and Server operating systems and applications, including the latest Windows operating systems and Microsoft office products.
  • Experience working in a team-oriented, collaborative environment.
  • Hands-on software and hardware troubleshooting experience.
  • Strong customer service orientation.
  • Ability to handle multiple projects in an organized manner and to appropriately prioritize tasks.
  • Good analytical skills to analyze and resolve technical processes or problems.
  • Well-developed communications skills with the ability to work with a diverse group of people to include technical and non-technical staff.
  • The ability to lift items, including PC and server hardware, weighing up to 25 pounds.

Education and Experience

  • High school diploma or equivalent required; Associate degree in computer technology related program preferred.
  • 3 or more years of network administration experience at a junior level, utilizing system software, hardware.
  • 3 or more years of experience supporting end-users both in person and at remote locations, preferred.
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