Overview
The IT Support Specialist Tier 2 is responsible for efficient, accurate and friendly delivery of support. This position interacts with other IT, Corporate departments, and brands within the SPG organization. The position will require the ability to manage multiple priorities, including tickets, daily tasks and projects, while working closely with other team members. This position requires excellent communication skills and the ability to work with diplomacy and positive attitude.
Essential Functions
Ownership

• Provide high quality support services to the end user community including prioritizing mission critical and non-mission critical issues.
• Review and prioritize all tickets to ensure that the most critical issues are being addressed.
• Document and track all issues in ticketing system to assure quality service.
• Participate in Continual Service Improvement processes.
• Provide advanced desk side support as requested.
• Provide primary phone, email, and company collaboration tool support coverage.
• Install, configure and troubleshoot hardware, software and configuration issues related to desktop and laptop. operating systems, wireless and wired networking, applications, printers and peripherals.
• Be able to work flexible hours, on-call,weekends, and occasionally extended hours.
• Manage other duties as assigned.

Communicate & Serve Others

• Build and maintain respectful relationships with team members within and outside of IT.
• Foster a positive learning environment to help team members succeed and promote an engaged work environment.
• Maintain knowledge articles and frequently asked questions resources to aid in problem resolution.
• Maintain an understanding of business processes and procedures.
• Promote and support a culture of service and curiosity.
• Conduct research on emerging issues, problem, trends.
• Advocate for the best customer experience.

Be flexible to shifting priorities based on business goals and objectives

Scope of responsibility
Support of end user and business technologies within the diverse company portfolio of SPG. This includes deskside, remote, and on-site support. Interaction and collaboration with supporting 3rd party vendors. In addition, “white glove” executive level support and some travel will be required.
Education
Degree in the field of computer science or business and 3-5 years’ work experience with a heavy focus on infrastructure, network, security, end-user support and technology implementations.

Experience

• Intermediate experience supporting Office 365, Active Directory, IOS devices, and Windows operating systems.
• Intermediate knowledge of VOIP phone systems.
• Demonstrated skill in PC imaging and deployment.
• Demonstrated experience with print solutions.
• History supporting retail and/or commercial business application solutions.
• Demonstrated experience supporting Office 365, Azure, Active Directory, and IOS devices
• Background and solid understanding of hardware infrastructure.
• Konica Minolta print solutions a plus
• MRI Real Estate software experience a plus

Skills

• Proven success troubleshooting and resolving hardware, software, and end-user issues in a timely and satisfactory manner.
• Demonstrated skill in troubleshooting and supporting complex systems.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on customer service and experience.
• Ability to effectively prioritize and execute tasks.
• Experience working in a team-oriented, collaborative environment.
• Embraces change and process management.

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Compensation package:

• Overtime pay

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Work Location: In person