IT User Support Specialist II

TITLE: IT User Support Specialist II

POSITION CLASSIFICATION: Exempt

DEPARTMENT: IT

POSITION REPORT TO: Director IT Operations

SUMMARY: As a Tier 2 Helpdesk Support team member youll play a pivotal role in providing advanced technical assistance and support to resolve complex issues related to computer systems software and networks within our organization. Your expertise will be crucial in handling escalated problems ensuring efficient troubleshooting and delivering high-quality support to our users.

LOCATION: San Antonio TX

SHIFT HOURS: 9am-5pm

Education/Experience

• Proven track record (3 years) in a Tier 2 or equivalent technical support role.
• Expertise in troubleshooting and resolving complex hardware software and network issues.
• In-depth knowledge of operating systems (Windows MacOS) software applications and network protocols.
• Proficiency in utilizing helpdesk software and ticketing systems to manage and track support requests.
• Strong analytical and problem-solving skills with the ability to prioritize tasks effectively.
• Excellent written and verbal communication skills for effectively conveying technical information to non-technical users.
• Relevant certifications (e.g. CompTIA Network Microsoft Certified Solutions Associate) are advantageous.

Job Responsibilities

• Manage escalated technical issues from Tier 1 support providing in-depth analysis and advanced troubleshooting to achieve resolution.
• Diagnose and resolve complex hardware software and network issues collaborating with other IT teams and vendors if necessary.
• Research and develop solutions to technical problems documenting procedures and best practices for future reference.
• Perform system upgrades configurations and installations ensuring minimal disruption to operations.
• Mentor and assist Tier 1 support agents providing guidance and knowledge transfer to enhance their capabilities.
• Maintain accurate and detailed records of technical issues and resolutions using our ticketing system.
• Collaborate with cross-functional teams to implement improvements and enhancements to existing systems and processes.
• Conduct user training sessions on advanced technologies and applications.

• Able to travel to all satellite office locations.
• On-call-duty rotation that includes nights and weekends

Required Experience:

IC