IT Dept - Service Support Specialist II

Role Summary The Service Support Specialist II is a mid-level professional responsible for advanced incident resolution, actively participating in problem management, and leading continuous improvement efforts within the Service Desk operation. Key Responsibilities Service Desk: Lead incident coordination for major or widespread service disruptions. Act as the primary liaison between end-users and specialized IT teams (Networking, Server, Platform). Incident Resolution: Own and resolve Tier 3 incidents that require specialized knowledge in areas such as virtualization client issues (e.g., Citrix), cloud platform access, or deep operating system analysis. Computer Break/Fix: Serve as the SME for hardware lifecycle management, defining and validating standard PC/laptop images, managing vendor relations for repairs, and ensuring asset disposal compliance. Monitoring & First Line of Support: Manage and tune proactive monitoring alerts for major IT solutions. Lead the initial triage and communication during high-severity incidents, ensuring timely stakeholder updates. Continuous Improvement: Lead Problem Management efforts for recurring issues, performing root cause analysis (RCA), recommending permanent fixes, and driving implementation of corrective actions across technical teams. Knowledge, Skills, and Abilities Knowledge: Expertise in multiple areas of IT (e.g., basic networking, server infrastructure, cloud productivity platforms). Strong understanding of IT Service Management (ITSM) processes. Skills: Exceptional incident management and communication skills. Proficient in scripting (e.g., PowerShell) for automating desktop support tasks and diagnostics. Training/Certifications: CompTIA A+ confirmed training or certification, or Microsoft Certified: Modern Desktop Administrator Associate or equivalent is highly desired. #J-18808-Ljbffr