Summary 

We are seeking a bright, inquisitive, and service oriented individual to join our team as a Level 2 Technical Support Specialist. This role is ideal for someone who enjoys problem-solving, has a passion for technology, and thrives in a fast-paced, dynamic environment. 

Essential Functions 

• Administer the day-to-day IT support, including updating service tickets and end-user support, administering technical support functions in person, via phone, remotely and through desktop from a single workstation and server level success measured by SLA and KPIs
• Provide break-fix support for Windows and Mac computers and accessories as well as creative solutioning within supported technology stack
• Effective prioritization of requests, triaging and assigning requests to appropriate resolvers, escalating support to appropriate vendor partners as needed, and following through on delegated requests
• Provide clients with proactive status updates for open requests while issues are being resolved
• Responsible for user account creation, access troubleshooting, and account decommission for SaaS based products that have firm data stored
• Perform equipment moves, approved application software installation, and workstation setup (physical setup of monitors, docks, keyboards, and mouse)
• Responsible for AV equipment and conference room technology, ensuring it is operating correctly and troubleshooting as needed, and being a key resource during presentation facilitation for high visibility events providing a seamless and polished technology experience for all presenters
• Maintain records, inventory, log management, and perform major upgrades as necessary.

Required Education & Experience 

• Associates degree (or equivalent) in Computer Science, Information Technology, or related. 
• 1 year(s) of IT Service Desk/Inbound Call Center experience 
• Certification in relevant IT products/technologies preferred (CompTIA (A , Network , Server and Security ), and/or Microsoft Certified IT Professional (MCITP))
• Working knowledge of Windows operating systems, networks, databases and network security concepts
• Working knowledge of the Microsoft Office application suite
• Prior experience with multi-platform Windows and Mac operating systems 
• Prior experience using ITSM ticketing tools to manage and track incidents
• Exceptional customer service skills and ability to articulate technical issues/resolutions in non-technical terms
• Ability to quickly and efficiently diagnose and resolve technical issues with a high regard for attention to detail
• Effective verbal and written communications to a business audience and/or peers