Technology Support Specialist II

Job Title Specialist, Technology Support II Overview Actively resolve routine to moderately complex technical needs of customers by managing problems and suggesting solutions. Research, resolve and respond to requests received from customers. Ensure documentation and processes are current as business and technology changes evolve. May have an in-depth knowledge or experience in specific areas. Responsibilities 40% Troubleshoot and restore technical service and equipment problems by analyzing symptoms using documented processes. Complete customer requests and provide guidance in resolution of application, hardware, and software problems. Determine business impact of requests and elevate to higher‑level professionals when necessary. 20% Maintain knowledge database and call tracking database to enhance quality of problem resolutions. Keep apprised of changes in technology and processes by ensuring knowledge and documentation is current and centralized. 20% Proactively monitor various systems to catch problems before they become outages and to ensure the health and availability of systems, servers, network, etc. 15% Analyze data to gain a better understanding of business impact. Conduct a gap analysis to respond to and align with customer business needs. 5% Perform other job related administrative duties as needed. Skills and Experience Required Skills and Abilities: Strong customer service skills. Good problem‑solving skills. Able to provide technical advice, guidance, and informal training to customers using hardware and software programs. Understands basic technical problems and solutions in relation to the business environment. Understands the industry’s business systems and processes. Required Software and Tools: Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry. Nice to Have: Citrix VPN Microsoft Products (Outlook, Teams) Work Environment Fast‑paced, multi‑platformed environment that may require action and response 24X7 to support the technical business needs of the customer within a technical help‑desk support center. Education & Experience Required Education: Bachelor's degree in Computer Science, Information Technology or job‑related degree. OR an Associate Degree in Computer Science, Information Technology or other job‑related degree OR 2 years of job‑related work experience plus 2 years of technical help‑desk experience or other job‑related experience. Required Work Experience: None. Schedule Start Date: 03/16/2026 Estimated End Date: 02/28/2027 Hours Per Week: 40.00 Hours Per Day: 8.00 Employment Details Role is Onsite. C2 eligibility is required. Credit check is required for this role. Team Team Name: Technology Support Center. Two Supervisors. 17 technicians. Additional Notes Standard 8‑Hour Shift between 6:30am – 6:30pm. Flexibility is preferred for OT. ***Even though customer‑service skills are needed, there should be a strong background in technical support within their customer‑service experiences. Not customer service only. #J-18808-Ljbffr