IT Support Specialist Tier II

Job Description

Job Description

Full time, 8-hour shift, day shift, Monday-Friday

Work location: In Person/Onsite

Looking for a candidate in the Columbus, Starkville, Meridian, Tuscaloosa area.

Position Summary:

Client Secure IT Partners is looking for an experienced technician that can provide second-level technical support to end users. The primary objective of this role is to troubleshoot complex issues and work with other technical teams to identify causes and develop solutions generated by client support requests via ticket, email, phone and dispatched to other site locations when necessary. Your ability to communicate effectively and provide exceptional customer service will be essential in fostering a positive user experience. You will work in a fast-paced environment where collaboration and teamwork are vital among all of our teams.

Experience with healthcare IT is required.

Essential Job Functions and Responsibilities:

• Provide advanced technical assistance and support for complex issues related to computer systems, software, hardware, and network environments.
• Respond to support tickets in a timely manner and provide in-depth documentation of all relevant information, including issues, resolutions, and escalations.
• Interface with end-users professionally and regularly regarding the troubleshooting and resolutions of their issues
• Troubleshoot and resolve issues related to server infrastructure, network connectivity, software applications, legacy infrastructure, and equipment configuration.
• Work with other technical teams to identify root causes of and develop solutions for complex issues.
• Participate in the implementation of new systems, applications, and environments.
• Recommends systems modifications to reduce user problems.
• Maintain accurate inventory records for all hardware and software assets.

• Performing quality assurance follow-up with clients/end users

• Follows documented processes and procedures and reporting as needed.
• Understands how to use CRM/PSA software.

• Contributes to the team in an effort to share knowledge, document procedures and SOPs and provide training where required.
• Mentors and leads junior specialists.

• Occasional after-hours support will be necessary.

• Performs other related duties as required.

Job Qualifications and Skills:

• Technical Certification OR Associate’s degree or higher in a related field, preferred
• 2-4 years of experience in a technical support role
• 1 year in a Tier 2 or higher support position preferred.
• Strong analytical and problem-solving skills, with the ability to diagnose and troubleshoot complex issues.
• Excellent customer service skills and the ability to communicate technical information to non-technical users, including understanding how to de-escalate, how to soothe and how to deliver the most efficient solution.
• Demonstrates professional verbal and written communication skills, able to speak with authority and can provide accurate and detailed written reports and documentation.
• Strong familiarity with Unix operating systems.
• Experience with Kubernetes, Docker and Cloud infrastructure (e.g., AWS) is beneficial, but not required.
• A working understanding of cyber-security methodologies and toolsets.
• Highly motivated and desire to continually learn new technologies.
• Proven/practical hands-on experience that includes incident management, diagnosis, troubleshooting, tracking, escalation and resolution for hardware and software issues relating to computers, laptops, mobile devices, and related peripherals.
• Strong familiarity with Windows desktop operating systems.
• Strong familiarity with Microsoft Office suite of application.
• Experience with Mac OS and iOS is preferred, but not required.
• Familiarity with RMM tools is a plus, but not required.
• Maintains currency and high-level of technical skill in field of expertise.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this Job, the employee is regularly required to sit, stand, walk, feel, speak, see, and hear. The employee is frequently required to reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Local travel may be required for this role.
• Duties may also involve stooping, kneeling, crawling, reaching and moving of equipment in order to install or check the installations of network devices and cabling.

Benefits:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life and Disability Insurance
• 401k
• Paid time off
• Professional development assistance

Note: Critical features of this job are described above. They may be subject to change at any time.