IT Support II
Hit Promotional Products · Fairfield, OH, US ·
- Employment
- Contract
- Category
- Support
Position Overview:
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.
Essential Job Functions:
- 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.
Requirements:
- 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
Physical Demands:
- Able to lift up to 50 lbs.
Disclaimer
NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.