IT Support II

Job Description Pay: Pay based on experience Schedule: 8am-5pm Job Summary: IT Support II will be working directly with customers over phone/email and in person to identify support issues and with the development team to resolve those issues. Responsibilities: Monitors helpdesk email, phone, and ticketing system for incoming requests for assistance from customers and work with customers to identify relevant problem details. Provides investigation, diagnosis, resolution, and recovery for Level 1 and 2 support request problems. Perform duties with autonomy. Can be first point of contact and day-to-day technical support to end users. Takes ownership of user problems, follows up the status of problems on behalf of the user, and communicates progress in a timely manner. Enter data into the tracking system. Interact with customers in a courteous and professional manner. Provides user access service. Escalates problems when necessary. Provides significant input during project planning and requirements phase. Assists management with monitoring expenses. Consults with users, to determine hardware, software, or system functionality issues. Manages the deployment of new or upgraded images, software, and hardware for multiple clients. Plans and schedules the installation and deployment projects. Make decisions on configuration options. Assists in the planning, building, upgrading, and maintenance of client technologies. May perform configuration changes, updates, and upgrades. Provides on-going support of client technology. Provides technical support for meetings that include video conferencing. Monitors and communicate system status. Diagnose and resolve client workstation and mobile device hardware and software issues. Diagnoses and resolves customer application issues. Initiates and completes outcome investigations into problems. Creates and implements temporary solutions until permanent solutions can be executed. Assist systems, programming, and vendor professionals, as needed to resolve problems. Collaborates in the development of service-level objectives and takes steps to meet or exceed targets. Monitor service-level objectives to ensure that requirements are met or exceeded. Explain service procedures to clients. Follows up in a timely manner to ensure customer satisfaction. Identifies recurring and potential problems and notifies team members. Recommends procedures and controls for service improvements. Conducts testing based on and related to user or system design specifications. Provides training to less experienced technical support staff and end users on usage of software and equipment. Creates, modifies, and reviews documentation of issues resolutions. Alerts team members about recurring problems. Communicate updates on issues in a timely manner to ensure customer satisfaction and productivity. Assists in root cause analysis and problem management with development and implementation teams. Mentors less experienced staff in a specific area of expertise. Qualifications: High School diploma or GED At least three years of experience in Help Desk environments Other Skills/Abilities: Good problem-solving skills Excellent communication skills, both written and verbal Critical thinking Ability to work well under pressure. Good interpersonal skills Company Description Headquartered in Tupelo, MS, Wise Staffing Group is a full-service human resources company specializing in temporary and career staffing with an emphasis on providing excellent customer service. Wise Staffing Group become one of the largest staffing services in the Southeast United States. Since 1987, we have proven to be one of the most respected providers of innovative staffing solutions. We have developed and offer industry leading services that provide dependable, qualified workers. Each office sets and maintains the same high standards of operation and ongoing commitment to quality services. We consistently work toward superior performance in fulfilling client needs. #J-18808-Ljbffr