Resolves level two problems presented by our customers through direct telephone, self-service and email contact. Resolving service incidents with little or no assistance from management or support staff. Proactively identify and deliver coaching/training opportunities on incoming calls, support tickets and e-mails, and provide guidance to IT Support Analyst to promote growth. Look for opportunities to enhance and improve customer's satisfaction. Create and maintain support documentation for department and communications to customers.

• This role does not manage people
• This role reports to this job: SUPERVISOR, IT SUPPORT
• Necessary Contacts: In order to effectively fulfill this position, the incumbent must be in contact with: All users as needed. Information Technology personnel. Internal and External customers. Frequent contact with specialists in other departments.

• High School Diploma or equivalent is required
• A specialized technical school education or associate degree in related field is a preferred.

• 2 years of experience supporting computer systems is required

• Knowledge of information technology principles is required
• Experience using problem management database and help desk systems
• Technical knowledge relating to PC hardware and software MS-Windows (Win10) and MS-Office suite is required
• Sound working knowledge of network concepts including, TCP/IP, DNS, and LAN/WAN concepts
• Must be able to recognize questions that go beyond the scope of services provided by the first level support and make accurate referrals to other supporting departments or vendors as needed
• Knowledge of ITIL best practices is desired. ITIL Foundation Certification is a plus
• Demonstrated skills in problem recognition, research, isolation, resolution and follow-up steps are required
• Excellent oral and written communication skills are required due to the high amount of direct customer contact and the need to continually communicate with both customers and internal support staff
• Must be proficient in developing troubleshooting scripts and knowledge documents
• Ability to organize and prioritize multiple projects relating to resolving customer issues
• High level of patience, empathy, and courtesy are required to deal with customers and their problems
• Excellent listening skills are required to effectively understand the problem that is being presented verbally
• Demonstrated ability to resolve mechanical/technical problems over the phone with emphasis on troubleshooting ability required
• Must have demonstrated ability to judge severity of problems and use discretion in obtaining services as needed

• Technical Certifications are preferred (i.e. MCP, A+, etc.)

• Handles problems that first tier support is unable to resolve and escalates more complex problems to higher level technician or supervisor to quick resolution of more complex problems.
• Provides second level phone support for all IT Service incident/requests by recording and tracking all calls using Service Desk Application to ensure effective operations
• Identifies opportunities and recommends methods to improve customer service and work processes
• Assists in design and implementation of quality improvement initiatives on departmental and organizational levels
• Interviews users to gather the necessary information about problems and provides problem analysis and diagnosis in order to resolve or direct to the appropriate support group
• Assists the team in resolution of issues to ensure effective operations and resolution
• Understands IT Departmental Goals and Objectives and delivers work products to contribute to those goals

• Perform other job-related duties as assigned, within your scope of responsibilities.
• Job duties are performed in a normal and clean office environment with normal noise levels.
• Work is predominately done while standing or sitting.
• The ability to comprehend, document, calculate, visualize, and analyze are required.