Level Two Technical Support Specialist

Profile

The Site Services Specialist II provides advanced IT technical support services to site users working in partnership across EIT as an extended member of the site services team.
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Ability to support an advanced level of software applications and applicable information systems.
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Troubleshoot, repair and maintain computer hardware issues including: CPU’s, printers, monitors, network connections, mobile devices, etc. Resolve complex technical user problems, with a high degree of independence and discretion in determining the best solution.
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Provide guidance to more junior members of the department.
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Provide how to assistance on all internally supported devices, applications and systems.
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Troubleshoot issues and resolve with a goal of first call resolution.
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Provide remote access/VPN support.
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Escalate issues to appropriate subject matter experts when appropriate.
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Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
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Contribute to the creation, facilitation and maintenance of FAQ documents, knowledge articles and user guides.
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Build relationships with engineers and subject matter experts within IT to ensure that delivered services and end-user productivity goals are understood and met or exceeded.
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Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.
Education, Experience, Skills & Training Required:
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Bachelors Degree and 3 years experience working with computer hardware/software, or equivalent combination of education and experience
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Computer software and hardware troubleshooting knowledge and experience
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Software and hardware certifications a plus
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Excellent customer service skills
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Strong troubleshooting skills
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Ability to learn new technologies and applications
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Solid written and verbal communication skills
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Strong time management skills
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Mature and self-motivated professional able to work in a fast-paced and constantly changing environment
Behavioral Attributes of the client's “Culture of Excellence”:
Demonstrates the ability to advocate and deliver solutions that create measurable business value and user delight; is able to infuse the organization and staff with positive energy and trust; creates a learning environment in which mentoring and coaching is inherent in the way the entire team (direct and cross functionally) works together; establishes a culture that is solution oriented with a collaborative approach creating a safe environment to take sound risks and achieve stretch goals; acts with contagious optimism in achieving tangible successful results; gives and receives honest feedback to increase our self awareness; striving each day to become role models for the entire company.
If you are interested in this opportunity and meet the qualifications listed above, email ****!
PeopleServe, Inc.
643 VFW Parkway
Chestnut Hill, MA 02467
Web: ****

Company info

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