IT Support II

Summary:       Responsible for providing troubleshooting assistance and resolutions related to computer hardware and software, telephone hardware and software, mobile devices, and other technical tools and products when required.        Responsibilities:     Provides technical assistance for questions and problems.   Resolves problems with networks and other computer systems.   Diagnoses system errors and other issues.   Follows up with customers to ensure full resolution of issues.   Requests feedback and/or monitors calls and other methods of correspondence to improve training methods.   Runs reports to analyze common complaints and problems.   Installs or changes software to fix issues.   Remotely accesses hardware or software for clients to make changes and fix problems.   Trains other staff members on troubleshooting and diagnosing problems.   Writes, edits, and revises training manuals for new and updated software and hardware.   Front line of defense for routing and escalating tickets.   Monitors and responds quickly to incoming requests related to IT issue.   Keeps inventory of all equipment, software, and license users.      Positional Requirements & Qualifications:     Minimum 5 years of experience with IT Support   Experience with mentoring junior positions   Bachelor's degree in related field or equivalent years of experience in addition to the above requirement   Ability to work under pressure   Strong customer service skills   Excellent leadership and people management skills   Microsoft Certification MS-900 or equivalent certification   Self-motivated   Experience with Office 365   Experience with multi-functional printers   Experience with Active Directory         Essential Physical Functions  Lifting up to 25 pounds  Bending, stooping, ability to stand for extended periods of time  Must be able to travel and have a clear driving record in accordance to company driving guidelines   This job description is intended to describe the general nature and level of the work being performed. This is not an exhaustive list of all duties and responsibilities. The company reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.