Support Specialist II

📋 Description

• Manage, assess, and resolve incoming calls from global employees, support tickets, and external emails from webmaster candidates.

• Offer assistance to employees and candidates facing technical issues related to desktop support from both local staff and field office personnel.

• Ensure prompt resolution of issues or escalate them on behalf of the customer or candidate to the appropriate technical teams.

• Provide updates on case statuses to management and end-users.

• Foster and maintain strong relationships with users.

• Comply with standard operating procedures and customer service policies pertaining to remote IT support.

• Respond to frontline support inquiries from corporate and field users, assisting with 'how to' questions on various technical matters.

• Diagnose and resolve computer, network, and software issues, including basic terminal server user maintenance for corporate and field users.

• Record all support incidents in the support team’s incident tracking database.

• Regularly contribute to the support team’s knowledge base with up-to-date customer and team documentation.

• Identify trends and work towards validating solutions.

• Delegate tasks to third-level support or IT escalation teams for additional assistance.

⛳️ Requirements

• High School diploma or equivalent qualification.

• College degree is desirable.

• Preferred 2+ years of experience in technical support.

• MCSE certification or equivalent experience is a plus.

• Proficient in PC troubleshooting.

• Moderate experience with Microsoft Office Suite.

• Strong understanding of Windows operating systems.

• Capable of responding to phone calls, emails, and support incidents for 80% of an 8-hour workday in a cubicle setting.

• Skilled in entering information into a CRM database via keyboard.

• Ability to meet departmental performance standards.

• Willingness to attend meetings in person and occasionally via conference calls.

• Ability to perform tasks with minimal supervision.

🏝️ Benefits

• Group health insurance coverage (medical, vision, and dental).

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.

• Life and accident insurance coverage.

• Assistance with adoption and fertility services.

• Paid parental leave of up to 6 weeks.

• Short and long-term disability benefits.

• Paid time off for vacation, personal matters, and illness.

• Up to 17 days of Choice Time Off (CTO) annually.

• Up to 11 paid holidays each year.

• Opportunity to participate in a 401(k) savings and investment plan with a 100% employer match on the first 3% of contributions.