What are the responsibilities and job description for the IT Technical Support Specialist II position at Kansas City National Security Campus?
Summary
Responsible for ensuring our customers receive helpful service and timely responses to Information Technology (IT) support requests and questions. This role will focus on creating and maintaining high quality, timely and consistent experiences across all customer support touch points, which can include (but is not limited to): In-Person, Email, chat and phone correspondence, Web-based support, tools/applications/portals, Support documentation/content, Virtual demos/training sessions, and in-person meetings, events, or trainings.
Duties and Responsibilities
Responsible for ensuring our customers receive helpful service and timely responses to Information Technology (IT) support requests and questions. This role will focus on creating and maintaining high quality, timely and consistent experiences across all customer support touch points, which can include (but is not limited to): In-Person, Email, chat and phone correspondence, Web-based support, tools/applications/portals, Support documentation/content, Virtual demos/training sessions, and in-person meetings, events, or trainings.
Duties and Responsibilities
- Handle escalated tickets from Tier 1.
- Performs customer support, training, and troubleshooting activities for various IT services.
- Interacts with customers, troubleshoots, and resolves problems related to hardware, software and/or process to the customers' satisfaction via phone, chat, email or in-person.
- Escalates issues that require more detailed analysis to more experienced personnel.
- Receives and records customer inquiries regarding IT-related problems and/or services. Notifies customers when problems have been resolved and logs closure entries.
- Assists in evaluating and making recommendations regarding hardware, software, processes, and services that will improve overall IT support for customers.
- Performs Asset Management activities that identify and labelling new IT assets, request to purchase new IT assets, and documentation associated with IT Asset Management tools or systems.
- May perform periodic audits with both internal and external auditors.
- Completes customer support tasks and assignments given by more senior personnel. Coordinates assistance from others for highly complex technical support areas.
- Assists in training activities required for various capabilities in support of business and customer needs.
- High School diploma
- 2 or more years of related information technology experience
- Ability to travel up to 5% of the time
- United States Citizenship
- Ability to work on-site as directed by management and as determined by the needs of the business
- Regular and reliable attendance is an essential function of this job
- Ability to obtain and maintain a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations)
- Associates degree in computer-related field or equivalent IT work experience.
- Demonstrated experience using ServiceNow’s ticketing system in a medium to large size company.
- General knowledge of desktop computer systems.
- Intermediate skills for identifying and resolving technical problems.
- Skill in using operating system software, companion software and utilities.
- Effective communication skills, interpersonal and customer-service skills.
- Some positions within this classification may require unique computer skills.