IT Support Specialist II
On-siteMishawaka, Indiana, United States
Mishawaka, Indiana, United StatesOn-siteFull TimeEnterprise
Full TimeEnterprise
Job Summary
Respond to user technical issues via email, calls, and incident tickets, providing Level 1 and Level 2 support for desktop hardware, operating systems, and office applications. Troubleshoot and repair technical infrastructure, monitor and restore network access for PC and notebook clients, and perform remote hands and on-site support for other IT departments. Prioritize incoming requests, escalate complex problems to appropriate technicians, and deliver hardware setup and retrieval services. Log all Service Desk tickets accurately while following ITIL/SLA procedures and reinforcing service level expectations.
Required Qualifications
- High school diploma or equivalent
- 2-4 years of experience within customer service or technical support role
- Driver's license needed
- Must be legally authorized to work in the United States
- Ability to work both as a part of a team and individually
- Ability to utilize the applications for Microsoft Office for support, reporting and documentation
- Ability to provide technical support over the phone
- Ability to work with or without direct supervision
- Ability to talk and hear
- Ability to stand, walk, bending, kneeling, stooping, crouching, crawling
- Ability to lift and/or move items over 50 pounds
- Close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus
- Must be able to lift 50 lbs
Desired Qualifications
- Manufacturing/industry IT experience
- A+ certifications or equivalent
- Associate degree in related field of study
- Previous customer service experience strongly desired
- Ability to think around problems and come up with creative solutions is helpful
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on listening and questioning skills
- Good problem-solving skills
- Ability to visualize a problem or situation and think abstractly to solve it
- Ability to handle constantly changing flow of traffic
- Exercise patience and professionalism during stressful situations
- Friendly presence and helpful attitude
- good interpersonal skills and ability to work well with others
- Ability to work well with others
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