Description

The IS Specialist II, Client Services is responsible for providing advanced technical support to internal users and assisting Tier 1 support personnel with escalated issues. This role will play a crucial role in diagnosing and resolving complex IT problems to ensure the smooth operation of our organization's systems and applications.

PRINCIPLE DUTIES AND RESPONSIBILITIES

1. Provide second-tier technical support to internal users, including troubleshooting complex hardware, software, and network issues.
2. Analyze and prioritize escalated tickets from Tier 1 support, ensuring timely resolution and adherence to service level agreements (SLAs).
3. Conduct in-depth root cause analysis of recurring issues and implement permanent solutions to prevent future occurrences.
4. Collaborate with other IT teams, vendors, and third-party service providers to resolve complex technical issues.
5. Assist with the deployment and maintenance of software updates, patches, and system configurations.
6. Document troubleshooting steps, resolutions, and best practices for knowledge sharing and training purposes.
7. Participate in on-call rotations and provide after-hours support as needed.
8. Assist with training new and existing employees on new updates/systems.
9. Stay current with emerging technologies, industry trends, and best practices in IT support.

Qualifications

EDUCATION AND/OR EXPERIENCE

• 3-5 years experience in a technical support role, required
• 1-2 years experience in a Tier 2 or equivalent capacity, preferred

KNOWLEDGE, SKILLS, AND ABILITIES

• Proficiency in diagnosing and troubleshooting Windows operating systems, as well as enterprise applications and databases.
• Strong understanding of networking concepts, protocols, and security principles.
• Experience with remote desktop support tools, system monitoring, and ticketing systems.
• Excellent communication and customer service skills, with the ability to convey technical information to non-technical users.