Technical Support Specialist II

Overview:

The Technical Support Specialist II plays a critical role in providing comprehensive end-user and workstation support, including installation, maintenance, and troubleshooting of hardware and software. This role extends to network monitoring and management, security analyst work, and diverse IT tasks crucial for maintaining client systems. The Technical Support Specialist II ensures prompt issue resolution, provides remote and on-premise support, and participates in on-call rotation as assigned by management. This dynamic role offers a unique opportunity to engage with a wide range of IT disciplines, contributing to the robustness and resilience of our clients' IT environments.

Duties and Responsibilities:

• Manage incoming calls, system alerts, and user requests, ensuring prompt logging and resolution of issues utilizing the Professional Services Automation system.
• Provide remote and on-premise support to clients, ensuring timely issue resolution.
• Provide comprehensive end-user and workstation support, encompassing installation, maintenance, and troubleshooting of hardware and software.
• Perform basic account management tasks such as password resets and security group modifications.
• Participate in network monitoring and management activities, proactively identifying and addressing security threats.
• Deploy security products and solutions under Tier III supervision.
• Coordinate with vendors to expedite technology support, equipment repairs, and deployment of security products and solutions.
• Maintain expertise in current operating systems, network infrastructure, and security best practices.
• Contribute to the training and onboarding of new staff members.
• Participate in on-call rotation as assigned by management, adhering to the departmental on-call policy.

Job Requirements:

• Minimum of one (1) to three (3) years' experience required.
• Ability to travel to support clients.
• Exceptional customer service skills with a focus on problem resolution.
• Demonstrated ability to work with minimal supervision.
• Strong technology orientation.
• Excellent team collaboration and interpersonal skills.
• Clear, analytical thinking driving towards effective troubleshooting and issue resolution.
• Detail-oriented approach to tasks and responsibilities.
• Adaptability to new technologies and process initiatives.
• Ability to lift 45 pounds.
• Ability to climb and work from ladders.

Preferred Certifications:

• MS-900: Microsoft 365 Fundamentals
• AZ-900: Microsoft Azure Fundamentals
• MD-102: Microsoft 365 Certified: Endpoint Administrator Associate
• SC-900: Microsoft Security, Compliance, and Identity Fundamentals
• ITIL V3/V4
• CompTIA A+
• CompTIA Network+

Job Type: Full-time

Pay: $21.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Education:

• Associate (Preferred)

Experience:

• Windows Workstation Administration: 1 year (Required)
• Microsoft 365 Tenant Administration: 1 year (Required)

Ability to Relocate:

• Jacksonville, FL: Relocate before starting work (Required)

Work Location: Multiple locations