IT Support Specialist II

Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes). Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center. Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems. Maintains a troubleshooting tracking log ensuring timely resolution of problems. Assists with a variety of atypical assignments and helps determine the appropriate approach for new assignments.

• Enters all work as service tickets into the ticketing system. Effectively documents, tracks and escalates mobile device issues within the IT Support team, cell phone providers and external vendors.
• Purchases and stocks all IT mobile devices and related accessories. Tracks mobile equipment inventory using appropriate methodology. Is responsible for all AV, conference room activity, web conferencing, etc.
• Provides day-to-day support and troubleshooting of user and application problems. Provides references for users by writing and maintaining user documentation; providing help desk support; training users.
• May assist or lead special project work such as AV improvements, hardware testing, etc. Monitors project progress by tracking activity; resolving problems; publishing progress reports; recommending actions. Works with software such as, RDP, active directory, Office 365, visual studio team services (VSTS) or similar agile project management.
• Provides onsite/remote training and mentoring for IT Support team. This training and mentoring includes but is not limited to on-boarding of new IT Support team members, and approved changes to IT Support processes, procedures. Participates with other IT staff and internal customers in new product reviews, tests and pilots.
• Acts as a liaison between customers and IT to insure exceptional customer service. Communicates with customers as required, keeping them informed of incident progress, notifying them of impending changes or scheduled appointments with the service technicians. Ensures fast turnaround of customer requests. Escalates service requests that cannot be resolved or scheduled within agreed service levels or timeframe.
• Perform other dutes as required.

• Associate’s Degree in Computer Science, Information Systems, Information Technology or Computer Engineering is preferred.
• ITIL Foundation preferred.
• CompTIA A+ preferred.
• 2-5 years experience preferred
• Full proficiency working with Microsoft products including but not limited to current operating systems, software and applications preferred.

TDIndustries is an Equal Opportunity Employer. TDIndustries recruits qualified applicants and advances in employment its employees without regard to race, color, religion, sex, gender, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. EOE Minorities/ Females/ Protected Veterans/ Disabled