Customer IT Support Specialist II

Summary

Responsible for performing moderately complex customer support troubleshooting activities and training for various IT services. Works with other specialists to ensure that imaging is consistent for all endpoints. Responsible for ensuring our customers receive helpful service and timely responses to Information Technology (IT) support requests and questions that are escalated when resolution requires an increased IT skillset. This role requires creating and maintaining high quality timely and consistent experiences to customers peers and IT personnel across multiple departments. Touch points can include (but is not limited to): In-Person Email chat and phone correspondence.

Duties and Responsibilities

• Evaluates and makes recommendations regarding hardware software process and services that will improve overall IT support for be solely responsible for individual areas.
• Performs customer support training and troubleshooting activities for various IT services that require complex technologies or interactions with other IT personnel or vendors.
• Escalates issues that require more detailed analysis to more experienced personnel by providing technical details of work performed.
• May receive escalated customer inquiries regarding complex computer-related problems and/or services.
• Notifies customers or team members when problems have been resolved and closes log entries.
• Troubleshoots and resolves problems related to hardware software and/or process to the customers satisfaction.
• May perform periodic audits with both internal and external examiners.
• Completes customer support tasks and assignments given by more senior assistance from others for highly complex technical support areas.
• Organizes and conducts training activities required for various computer systems capabilities in support of business and customer needs.

You Must Have

• Experienced professional with preferably more than 3 years of practical experience in complex desktop support of a Windows environment.
• United States Citizenship
• Ability to obtain and maintain a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations)
• Regular and reliable attendance is an essential function of this job
• Ability to travel up to 10% of the time
• Ability to work remote hybrid or on-site as directed by management and is determined by the needs of the business.

We Value

• Experience in administration of System Center Configuration Manager (SCCM) and Active Directory
• Specific knowledge of Windows operating systems and image creation and deployment through SCCM.
• Demonstrated experience with desktop computer troubleshooting customer support and group/vendor interaction to resolve technical IT issues pertaining to end user systems.
• Bachelors degree in a computer-related field or at least 3 years of related information technology work experience.
• Demonstrated experience using ServiceNows ticketing system in a medium to large company.
• Ability to use desktop computer hardware and software knowledge and experience to assess diagnose and correct problems for positions within this classification may require unique computer skills.
• Ability to work under minimal supervision with latitude for independent action and decision making.

FMT2021