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Position Summary:

The IT Support Specialist II will provide advanced technical support and assistance to end-users and clients, resolving complex hardware and software issues. The specialist will also play a key role in the installation, configuration, and maintenance of computer systems and associated equipment, managing end-user as well as in the development and implementation of IT policies and procedures.

Essential Duties & Responsibilities:

Provide advanced technical support to end-users via phone, email, chat, remote management or in person.
Diagnose and resolve complex technical hardware and software issues.
Install, configure, deploy, upgrade, or repair computer hardware devices.
Document and track advanced support requests and resolutions using a ticketing system.
Support Microsoft Office 365 suite of apps, including provide end-user training, and troubleshooting issues.
Perform New Hire, onboarding and termination processes.
Create, support and maintain computer images for deployment.
Maintain hardware inventory and software inventory databases.
Deploy software and application packages to hardware devices.
Install and deploy Microsoft security patches and third-party patches to hardware devices.
Perform other duties and/or special projects as assigned.
Document processes involving PC configuration and standard operating procedures.
Assist in the development and implementation of IT policies and procedures.
Train end-users and lower-level IT support specialists on the use of advanced hardware and software applications.
Participate in regular team meetings.

Qualifications/Competencies:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to allow individuals with disabilities to perform the essential functions.

Education and Experience:

High School diploma required, Associate’s degree or higher strongly preferred. Work experience will be considered in lieu of degree.
3-5 years of computer systems hardware experience strongly desired.

Technical Skills:

Strong knowledge of advanced computer hardware and software.
Experience with Microsoft Deployment Toolkit (MDT) or similar deployment tools.
Experience with Kaseya or Endpoint Central (RMM) tools or similar tools.
Experience with IBM Maas360 MDM or other MDM tools.
Strong knowledge of Microsoft 365 Administration (Exchange Online, Teams, SharePoint, OneDrive, office applications)
Experience with Active Directory (user accounts, groups, permissions)
Experience with Zendesk Ticket Systems (or similar ITSM/ticketing platform)
Preferred experience with PowerShell scripting for automation
Strong analytical and trouble-shooting skills involving PC hardware, operating systems, and other software.

Soft Skills:

Excellent communication and customer service skills required.
Ability to work independently and as part of a team.
Strong organizational, verbal, written and inter-group collaborative skills a must.
Excellent verbal, written and analytical communication skills.
Ability to prioritize issues and respond accordingly.
Self-motivated with the ability to take initiative and provide results.
Ability to work flexible hours as needed.
May be required to lift and/or move up to 10 pounds. Occasionally may need to lift and/or move up to 25+ pounds.

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