Level 2 Technology Support Specialist - Alcala Consulting, Inc.

This position will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting our clients across multiple locations and many different industries. The Level 2 Technology Support Specialist will be responsible for the administration and internal support of the Customer's PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations. This position will work directly with customers and partners providing expertise in hardware and software installations, troubleshooting and configuration recommendations.

DUTIES AND RESPONSIBILITIES: Core duties and responsibilities include the following. Other duties may be assigned.

·         Honest, self-motivated, professional, team player

·         Travel to client offices when needed

·         Exceptional customer service skills, organizational skills with a proven ability to manage multiple calls and tickets with minimal supervision

·         Ability to learn new technology quickly

·         Able to constantly balance multiple tickets and request in high pressure situations and will take escalations from Level 1 Technicians

·         Must be able to diagnose problems quickly and correctly with computer systems and introduce a resolution

·         Provides advanced level installation, support, and maintenance of servers, core infrastructure (switching, routing, firewall) and other computer systems

·         Efficiently manages configuration of desktops, servers, core infrastructures and services (IIS, e-mail, AD, DNS, DHCP etc.)

·         Assists with planning for and responding to client project needs when applicable  

·         Answer client calls and create detailed tickets

·         Escalate tickets to the appropriate engineer when needed.

·         Remote/ On-site troubleshooting of level 2 issues such as desktop hardware failures.

·         Will be responsible for taking calls on an On-Call rotation.

·         Punctuality is required

·         Provide helpdesk support and resolve problems to the end user's satisfaction

·         Monitor and respond quickly and effectively to requests received through from phone calls or email to ticketing system

·         Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

·         Modify configurations, utilities, software default settings, etc. for the local workstation

·         Utilize and maintain the helpdesk tracking software

·         Document internal procedures

·         Assist with onboarding of new users

·         Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment

·         Install, test, and configure new workstations, peripheral equipment, and software

·         Maintain inventory of all equipment, software, and software licenses

·         Report issues to the NOC for escalation

·         Manage PC setup and deployment for new employees using standard hardware, images, and software

·         Assign users and computers to proper groups in Active Directory

·         Perform timely workstation hardware and software upgrades as required

SUPERVISORY RESPONSIBILITIES: None

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies:

·         Problem Solving - Identifies and resolves problems in a timely manner

·         Gathers and analyzes information skillfully

·         Develops alternative solutions

Customer Service

·         Manages difficult or emotional customer situations

·         Responds promptly to customer needs

·         Responds to requests for service and assistance

·         Meets commitments

Interpersonal Skills

·         Maintains confidentiality

·         Listens to others without interrupting

·         Keeps emotions under control

Oral Communication

·         Speaks clearly and persuasively in positive or negative situations

·         Listens and gets clarification

·         Responds well to questions

Written Communication

·         Writes clearly and informatively

·         Able to read and interpret written information

Quality Management

·         Looks for ways to improve and promote quality

·         Demonstrates accuracy and thoroughness

Business Acumen

·         Understands business implications of decisions

·         Aligns work with strategic goals

Ethics

·         Treats people with respect

·         Keeps commitments

·         Inspires the trust of others

·         Works with integrity and ethically

·         Upholds organizational values

Organizational Support

·         Follows policies and procedures

·         Completes administrative tasks correctly and on time

·         Supports organization's goals and values

Strategic Thinking

·         Develops strategies to achieve organizational goals

·         Understands organization's strengths & weaknesses

Judgment

·         Displays willingness to make decisions

·         Exhibits sound and accurate judgment

·         Supports and explains reasoning for decisions

·         Includes appropriate people in decision-making process

·         Makes timely decisions

Motivation

·         Sets and achieves challenging goals

·         Demonstrates persistence and overcomes obstacles

Planning/Organizing

·         Prioritizes and plans work activities

·         Uses time efficiently

·         Plans for additional resources

·         Sets goals and objectives

·         Organizes or schedules other people and their tasks

Professionalism

·         Approaches others in a tactful manner

·         Reacts well under pressure

·         Treats others with respect and consideration regardless of their status or position

·         Accepts responsibility for own actions

·         Follows through on commitments

Quality

·         Demonstrates accuracy and thoroughness

·         Looks for ways to improve and promote quality

·         Completes work in a timely manner

Attendance/Punctuality

·         Is consistently at work and on time

·         Dependability

·         Follows instructions, responds to management direction

·         Takes responsibility for own actions

·         Keeps commitments

·         Commits to long hours of work when necessary to reach goals

·         Innovation Meets challenges with resourcefulness

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS: To perform this job successfully, an individual should have knowledge of Microsoft Office software; including Word, Excel, Email and Scheduling software

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  The employee must occasionally lift and/or move up to 60 pounds. Employee is required to maintain a valid driver’s license with reliable transportation.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

Benefits

• Comprehensive benefits package, including health, dental, and vision insurance.
• Retirement plan with company match.
• Paid time off and holidays.
• Opportunities for professional development and career growth.
• A supportive and collaborative work environment.