Job Description

Overview:
The IT Support Specialist II will provide centralized functional and technical application support via phone and web. Also, provide customer support encompassing questions/assistance with system/user access, reset/unlock passwords, access/procedural questions, application workflow, connectivity/performance issues, account verifications, training information, security operations and support escalation/referral. Responsibilities:

• Triage calls and online requests from IT systems users
• Research moderately complex problems and questions
• Respond with answers or interventions, provide on-site assistance
• Track and analyze requests for trends and common system problems
• Evaluate the quality of information systems through user support data
• Respond to system alerts for emerging operational and security issues
• Perform security functions according to SOP
• Provide technical writing for program and operational documentation
• Provide documentation in presentation-ready quality output using advanced word processing or desktop publishing software

• Five (5) years of experience in administering Windows desktops and operating systems
• Experience in an end user based environment
• Well-versed in Microsoft Office 365 products and their back-end operation
• Working knowledge of Microsoft Azure preferred
• Experience using, writing and editing PowerShell or other high-level languague scripts for system adiministration preferred
• Working knowledge of IT Security standards (e.g., NIST 800-53, NIST 800-171, HIPPA, etc.) preferred
• High School or GED with 5 years of experience or Bachelor\'s Degree (preferred) in Computer Information Systems or Computer Science with 3 years of experience
• Information Technology Infrastructure Library (ITIL) foundation certificate preferred
• Background investigation required
• Strong analytical and problem solving skills
• Strong system adiministration skills, including analyzing logs for errors, debugging unexpected behaviour, configuring hardware and systematically managing tools using automated tools
• Strong customer service and interpersonal skills
• Ability to communicate effectively, orally and in writing, with multiple audiences, including the ability to clearly and simply restate complex issues and to edit written materials
• Desire to lead and work in a team environment
• Strong attention to detail
• Ability to prioritize and coordinate multiple work activities in a fast-paced environment, meeting critical deadlines
• Work both independently as well as in a team environment