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IT Support - Tier 3

WASHINGTON-20001, DC, US
07/23/2018

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Required Skills

VPN, Active Directory

Company

Infinity Consulting Solutions, Inc

Experience

3 to 5 Year(s)

Job Description

Sr. IT Support Specialist – Tier 2

Position Summary
:

The IT Support Specialist is also responsible for providing tier-2 end user support for issues escalated by the IT Support Services team.

As a subject matter expert, the Sr IT Support Specialist will assist other IT teams and perform root cause assessment and remediation of desktop issues on a regular basis.

Essential Functions:

Customer Support: Provides professional, courteous, and quality systems support to all users in a timely manner.

Responds to inbound calls, voicemail, web-submissions, emails and/or instant message to the Support Service Desk for assistance from users experiencing problems.

Consults with users to identify needs and requirements.

System Support/Administration: Performs Windows system administrative support which includes adding and removing users, installing, troubleshooting, and maintaining hardware and software, monitoring system and network activity, and assisting with user desktop issues on a daily basis. Provides problem determination/resolution based upon personal experience and standard operating procedures, including immediate resolution where possible.

IT Department inventory: Responsible for maintaining accurate inventory controls; monitoring and sustaining inventory to ensure product availability at all locations.

Support the documentation of IT equipment; update inventory records to maintain accuracy and requesting additional equipment through procurement process; providing justification when required.

Qualifications/Required Skills:

Must have a minimum of four years’ experience with supporting Windows based personal computers, Apple products (iPhone, iPad, MacBook), Blackberry smartphones, and software applications both remotely and at the desk side, including client operating systems (Windows 7; XP; Server 2003/2008; IOS; OS X), MS Office 2007/2010; Active Directory; Exchange Email; Backup and Recovery; Virus utilities; VPN; performance monitoring; etc.
Minimum of 3 years’ experience in a customer service/call center environment, and/or helpdesk experience.

Must have strong interpersonal skills in order to work in a dynamic and fast-paced environment.

Must possess excellent verbal and written communication skills and be courteous and efficient when handling and resolving complaints.

Must be self-motivated and flexible to accommodate changes in our business strategies.

Must maintain a high level of professionalism and professional appearance at all times