IT Specialist II

Work At Home
Immediate

Job Description

Do you thrive under pressure? Do you enjoy solving complex problems? Do you enjoy helping people with their tech issues or questions? If so, we may have a career for you. As an IT Specialist 2, you will be at the front lines representing BroadPath to our vendors as well as representing the BroadPath IT Department to our internal end users. The IT Specialist 2 utilizes various IT applications to effectively address almost any issue or request that may come your way. Work is performed in a fast-paced multi-tasked environment where there may be conflicting priorities regarding the urgency of the issue and/or application. The IT Specialist 2 participates in meetings, presentations, planning sessions, implementation activities, and supports functions system wide.

Responsibilities

  • Troubleshoot, diagnose, repair nonfunctional computer hardware and software
  • Guide employees with setting up their equipment and logging into systems
  • Provide exceptional customer service
  • Author/update IT Knowledgebase articles
  • Document, prioritize, and manage multiple service requests and incidents within defined SLAs
  • Handle assigned support tickets from the ITSM tool
  • Collaborate with other IT support teams and external vendors on projects and service issues.
  • Mentor IT Specialist 1s
  • Handle Incident and Request escalations efficiently
  • Develop new or revise existing processes and procedures
  • Provide “white glove” IT support experience for “VIP” end users

Basic Qualifications

  • High school diploma/GED required
  • IT industry recognized certifications
  • Proficient using Microsoft Office Suite
  • Proficient using Microsoft 365 Admin Center
  • Proficient using Microsoft Azure, Active Directory
  • Proficient using Microsoft Teams Admin Center
  • Proficient using Microsoft Exchange Admin Center
  • Previous experience repairing and replacing computer components
  • Previous experience in an IT Help Desk environment and/or call center type environment
  • Proficiency troubleshooting common softphone telephony issues
  • Proficient troubleshooting common home network issues
  • Proficient troubleshooting common internet connectivity / ISP issues
  • Experience providing IT support remotely
  • Knowledge of any ITSM tools
  • Knowledge of endpoint management tools
  • Technical writing, knowledge-based article authoring experience
  • Computer imaging experience (IMAC)
  • Familiarity with common project management methodologies
  • Experience supporting or familiarity with the following contact center platforms:
    • Five9, Avaya OneX, Nextiva, InContact, Vonage, GeneSys, Cisco Jabber

Preferred Qualifications

  • Experience with Microsoft SCCM
  • Computer imaging experience (IMAC)
  • Previous experience working in a healthcare environment.
  • Proficiency in Microsoft Excel, reporting tools
  • Knowledge of Salesforce