Technical Support Specialist Tier 2

Location: Pittsburgh

Job Type: Contract to Hire

The Technical Support Specialist (Tier 2) is skillful in many areas of information technology without any specific specialty. The Technical Support Specialist (Tier 2) provides a high-level expertise for end-user technical support on computer, mobile device, application, printer and peripheral systems via in-person, virtual, telephone, email or through remote access. Performs a variety of project related tasks as an IT project team resource. Maintains documentation using our electronic help desk, project management and knowledge base systems. This position provides a secondary level of support to end users by handling service requests that have been escalated based on the need for additional technical expertise and/or specialized knowledge. The Technical Support Specialist (Tier 2) position like the Tier 1 position, provides technical assistance to all users. Performs a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and applications meet company and user requirements. Troubleshoots computer, application, printer and peripheral problems and resolves via telephone, virtual, in-person, e-mail or through remote access. Documents and tracks each issue in electronic help desk ticketing system. Coordinates with vendors on warranty related defective products. Conducts regular computer orientation training for internal office users.

ESSENTIAL FUNCTIONS: • Models and promotes both internally and externally the mission, philosophy and values of the organization • Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network. • Acquires, maintains and demonstrates current knowledge and competency. • Performs workstation and mobile device administration and management. • Performs user account management including password change, requests for domain access and various user applications. • Provides daily internal applications, workstation, printer and peripheral help desk support in person, via telephone, help desk ticketing system, remote access and remote site visits. • Demonstrates an active effort to foster and promote a team-oriented, collaborative environment. • Organizes ideas and communicates information in a style appropriate to the audience and situation. • Deploys workstations, endpoint software applications and OS and application updates using endpoint management and imaging applications. • Maintains Technology inventory and software licensing and works with management to ensure effective procurement and disposal. • Installs and performs minor repairs to desktops, laptops, printers and other peripherals as needed. • Answers user inquiries regarding computer software or hardware operations to resolve problems. • Develops knowledge base articles related to common usage of hardware and software in our environment for internal users. • Confers with staff and management to recommend new system improvements, requirements or modifications as needed. • Refers and coordinates warranty related hardware and software problems or defective products to vendors. • Assists with application configuration/scripting, reports development, security and network projects and activities on an as needed/available basis. • Performs other duties as assigned by Manager.

The following constitute the behavior expectations the company has for each employee: Treats everybody with dignity and respect. Is honest and trustworthy. Respects authority and the chain of communication. Exhibits a willingness and desire to learn about the company and its philosophies. Exhibits empathy. Respects others opinions, beliefs and position on a matter, even if it contradicts his/her own. Understands the importance of, and practices respectful disagreement. Follows fundamental business etiquette and protocols. Complies with all policies and regulations. Projects a positive attitude and image of the company internally and externally.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required, as well as any physical requirements. Reasonable accommodation may be made to enable a qualified individual with a disability to perform the essential functions.

EDUCATION and/or EXPERIENCE: Requires an Associate’s degree or equivalent experience; 3-4 years customer software and/or hardware technical support or help desk experience preferred. Proficient with Microsoft Windows 10 operating systems, MS Office, and O365 suite of applications. Understanding of basic networking infrastructure. Basic knowledge of Microsoft Active Directory, MS Azure, VMware virtualization and Microsoft Exchange. Ideally, 1-3 years’ experience with programming languages such as HTML and JavaScript. Must demonstrate stress tolerance, resilience and empathy in difficult situations. Possess excellent oral and written communication skills. Possess excellent critical thinking and problem solving skills. Must manage multiple requests and tasks. Have the ability to prioritize effectively and manage shifting priorities. Must be willing and able to work in a strong team-oriented environment. Escalate issues when necessary in a timely fashion. Must be a self-starter able to work online or offline hours with minimal or no supervision. Must have reliable transportation for periodic regional travel.

PHYSICAL DEMANDS: While performing the duties of this job, the employee is frequently required to stand, walk, sit and talk or hear, use hands to finger, handle, or feel; reach with hands and arms; climb or balance. The employee must occasionally lift and/or move up to 50 pounds.

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