Technical Support Specialist II

KEY RESPONSIBILITIES:

• Respond and follow up on technical help tickets submitted via ServiceNow system
• Provide IT support for Windows, Microsoft 365, Adobe, and a variety of other applications used internally
• Independently investigate and implement solutions to technical issues and projects within established SLA’s
• Identify recurring technical issues and propose solutions to address the root problems. Contribute standard documentation to the Knowledge Base
• Deploy and maintain IT hardware, such as printers, scanners, mobile phones, end user computers, AV systems and conference phone systems
• Coordinate with other departments to resolve client issues
• Oversee device inventories and supply room and assist in reporting for budgetary purposes
• Provide audio/visual setup and support for important client meetings and board presentations
• Assist with updating and repurposing of existing computers, phones, tablets. Assist in inventory organization and deployment of new computers
• Use Microsoft Office 365 platform to assist with account access issues, passwords, and installation of software using remote Beyond Trust and MS Teams programs
• Update clients on current issues for additional information
• Serve as regional point of contact for IT related vendor services and ensure appropriate access to systems is regularly maintained
• Accepting escalations from service desk tier 1 and taking ownership to partner on resolution to networking and system related technical issues and request to infrastructure and D365 application teams as applicable