IT Support Specialist 2

Scope

The Support Specialist 2 role is a mid-level position that ensures proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.

Principal Responsibilities

• Field incoming help requests from end users via both telephone and work orders in a courteous manner;

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue;

• Build rapport and elicit problem details from help desk customers;

• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician;

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution;

• Apply diagnostic utilities to aid in troubleshooting;

• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution;

• Identify and learn appropriate software and hardware used and supported by the organization;

• Perform hands-on fixes, when appropriate, at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications;

• Train and mentor entry level Support Specialist staff;

• Test fixes to ensure problem has been adequately resolved;

• Perform post-resolution follow-ups to help requests;

• Develop help sheets and knowledge base articles for end users;

• Perform related duties consistent with the scope and intent of the position.

Required Skills/Abilities

• In-depth knowledge of computer hardware;

• Working knowledge of a range of diagnostic utilities;

• Good understanding of the organization's goals and objectives;

• Exceptional written and oral communication skills;

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills;

• Strong documentation skills;

• Occasional after-hours support as needed.

Education/Experience

• Associates degree in Computers Science, CIS, or equivalent of seven years' work experience in related field required;

• 5 years' work experience in related field required;

• Experience with desktop operating systems including Windows 10;

• Extensive application support experience.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer;

• Must be able to lift 15 pounds at times;

• Some travel may be required.

IMEG, an employee-owned corporation, is committed to investing in employees' futures through professional development programs and opportunities for career advancement. We offer a comprehensive benefits package including generous PTO, flexible schedule, and assistance with tuition reimbursement. Additionally, employees are eligible to enroll in health, dental, vision, and life insurance on their first day of employment.

Want to learn more about IMEG and our other amazing career opportunities? Please visit https://www.imegcorp.com/careers/.

IMEG is committed to providing equal employment opportunities in all employment practices, without regard torace, color, religion, sex (including sexual orientation or gender identity), gender, national origin, disability, age, genetic information(including family medical history), parental status (including pregnancy, childbirth or related medical conditions includinglactation), ethnic origin, hair type (including hairstyle or hair texture), citizenship status, marital status, military service, veteran'sstatus, political affiliation, non-merit-based factors, or any other characteristic protected by law. In accordance with antidiscrimination law, it is the purpose of this policy to put into effect these principles and mandates. IMEG prohibitsdiscrimination and harassment of any type. IMEG conforms to the spirit as well as to the letter of all applicable laws andregulations.

All applicants have the right to request access, correction, and deletion of their personal information from our system. In order to make a request, please email careers@imegcorp.com.