Position Title:
Technical Support Specialist II
Department:
Infrastructure & Operations
Corporate Area:
Technology & Operations
Status:
Regular, Full time Exempt
Manager Title:
Position Overview:
This position is in the Solution Center, part of the Infrastructure & Operations group, in the Software Development & Operations department of the Technology & Operations corporate area at PBS lead by the CTO. The Infrastructure & Operations group is responsible for Compute, Network, Messaging, Storage, Virtualization, Service Desk, Desktop Applications, SaaS Applications, Mobile, Cyber Security Operations, Telephony and Disaster Recovery. The Solution Center provides prompt and accurate support for most areas of responsibility of the Infrastructure & Operations group and ensures the availability and reliability of the desktop platform in a mixed Microsoft Windows and Apple Mac OS X computing environment.
Key responsibilities will include, but are not limited to:
User Support

• Answer requests in a courteous, empathic manner, with appropriate urgency.
• Communicate and coordinate with users and all involved in resolving issues.
• Monitor all communication channels (Ticketing System, IM, Phone) and react promptly to fulfill requests and resolve incidents.

Service Desk Operations

• Respond to security incidents and assists investigations.
• Coaches junior staff on procedures and effective communications.
• Create and maintain knowledgebase articles about best practices and procedures used to handle requests.
• Assist with Active Directory and Exchange account creation and auditing.
• Configure and troubleshoot Windows and Mac computers and software.
• Deploy and troubleshoot mobile devices.
• Document processes, procedures, and solutions for issues resolved on the field.
• Assist with Operating System upgrades, revisions testing, and deployments.
• Assist with Desktop platform refresh deployments.
• Assist with the execution of special projects.