Clearwater positions open to candidates located in greater Tampa Bay area.

The IT Support Specialist II will focus on the global support of desktop and laptop systems, including break/fix service, operating system and application loading, application configurations and user settings and desktop administrative duties. In particular, this position will handle level 2 type tickets and issues.

Responsibilities:

• Manage the end user services group and facilitate coordination with the business and IT leadership 
• Work collaboratively with Business, IT Operations and IT Applications teams to quickly resolve desktop issues, set up and maintain desktop configurations and keep desktops/laptops current with the latest patches and updates. 
• Resolve incident tickets assigned via the Incident Management System 
• Monitor the ticketing queue to prioritize, allocate and ensure timely resolution of incident tickets 
• Interface directly with partner teams to define application purpose, hardware/application dependencies, support standards, including testing strategy, response requirements and escalation points
• Follow best practices for desktop support with a focus on continuous improvement 
• Perform hardware & software installs, desk moves and changes as required
• Apply troubleshooting and problem-solving skills to guide and assist the user community on issues related to design, development and deployment of desktop hardware and desktop applications
• Collaborate with application project teams by participating in project UAT testing for desktop dependencies 
• Work alongside IT Leadership for continuous improvement of customer satisfaction
• Troubleshoot all desktop and peripheral support issues, including both hardware and software
• Oversee G-suite administration, including new user creation, security groups, folder permissions and group policy 
• Administer and troubleshoot all company desk phones and mobile devices 
• Configure and set up all new hardware and software 
• Manage service desk goals, priorities, escalations, volumes, aged tickets, service level agreement and other associated processes and metrics

Requirements:

• Bachelor's Degree in a related information technology field or 5 years of equivalent experience 
• Experience with Gmail and Google Docs
• Experience with Mac and Apple products
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• Technical Certification is a plus (A Certification, Network Certification, G-Suite Certification, MS, etc.)
• Strong understanding of IT best practices and standards 
• Ability to multitask and prioritize 
• Strong customer service and orientation in execution
• Excellent verbal, written and relationship skills used to interact with a global group of technical and non-technical people
• Work for extended time at keyboard/terminal 
• Maintain effective working relationships with supervisor and coworkers 
• Work flexible hours, including weekends and evenings
• Strong work ethic and emphasis on attention to details 
• Ability to operate effectively in a team environment with both technical and non-technical team members
• Ability to manage time effectively and set priorities appropriately in a dynamic, time-sensitive environment
• Results driven and time management skills
• Strong interpersonal and listening skills
• Strong organizational and problem-solving skills
• Ability to handle confidential matters with discretion