JOB SUMMARY: 

Under the supervision of the Senior System Administrator/IT Support Supervisor, the IT Support Specialist II applies systems analysis techniques and procedures to determine hardware, software, or system functional specifications, and design, document, develop, test, or modify computer systems based on user or business specifications. The IT Support Specialist II also serves as the lead for the setup, configuration, and technical support for desktop computers (physical and virtual), applications, and related technology and ensures proper computer operations for the end user.  

ESSENTIAL FUNCTIONS:

• Design, develop, analyze, and create the virtual desktop infrastructure, including hardware and software components based on end user specifications.
• Apply system analysis techniques and procedures to monitor the performance of the VDI environment, identify potential issues and recommend solutions to resolve them.
• Identify, develop and implement policies and procedures to ensure the security and reliability of the VDI environment.
• Collaborate with cross-functional teams to understand their requirements and ensure that the VDI solutions meet their needs.
• Create and maintain technical documentation and training materials.
• Stay up-to-date with new technologies and advancements in the VDI field.
• Provide and lead general desktop support to end users including questions, problem resolution, and service requests related to all supported hardware and software.
• Provide and lead first and second line support to the Funds’ users via telephone, email, and in-person.
• Determines and issues priority levels for helpdesk queues in IT Helpdesk ticketing system. 
• Monitors system alert management system and responds to alerts for hardware and software issues.
• Provide excellent customer service, answer Help Desk phone in courteous and professional manner.
• Understand and evaluate end-users’ needs, develop creative technical solutions, and know when to escalate a problem.
• Document all requests, including the entire problem solving process.
• Learn the software and hardware used and supported by the Funds.
• Unpack, setup, connect and test new computers, printers and other peripherals in accordance with user specifications.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in accordance with user specifications. 
• Disconnect, move, reconnect, and test workstations and printers for move and change requests.
• Maintain and manage computer asset inventory, ensuring that all equipment is set up and maintained within required specifications and Funds standards.
• Troubleshoot LAN/WAN basic networking issues.
• Troubleshoot printers, scanners, and other peripherals issues.
• Responsible for setting up audio/visual equipment for presentations in accordance with user specifications. 
• Facilitate repairs with vendors.
• Perform routine maintenance as needed.
• Perform other related duties as assigned.
• Provide support after hours, on weekends and through on-call rotation.

QUALIFICATIONS: 

• A Certification required, Network , ITIL and Microsoft Professional Certification are pluses.
• 3-5 years of experience in VDI, IT Support Level 2 or above technical support, and systems analysis.
• Solid background in personal computer hardware repair and/or troubleshooting.
• Knowledgeable in computer hardware, operating systems, applications, and networks.
• Strong experience with Group Policy Management, MDM, Windows, Windows Server, and Exchange. 
• Familiar with MS Office, Teams, One Drive, SharePoint Online, and MS Azure.
• Familiar with programming languages and/or PowerShell are pluses.
• Prior understanding of software deployment, management processes, and/or vendor management are pluses.
• Experience with Active Directory configuration, printer server, LAN and WAN networks.
• Knowledge of diagnostic utilities and other research tools for troubleshooting and issue resolution.
• Offer exceptional customer service to end users by being highly communicative and responsive.
• Must be able to multitask.
• Ability to work independently and also as a team member with the IT staff.
• Excellent organizational and time management skills.
• Flexibility and willingness to adapt to change.
• Strong analytical skills to resolve problems, identify and document solutions
• Strong interpersonal communication and relationship-building skills.

Education and/or Experience:  Associates, Bachelors degree in Computer Science or a related discipline. 3-5 years of experience in VDI, IT Support Level 2 or above technical/systems support.

Language Skills:  Speak, Read, Write and Understand English.

Mathematical Skills:  Good

Reasoning Ability:  High

Certificates Licenses, Registrations:  None

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environments

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.