IT Support Specialist II

Dale Workforce Solutions; Wheeling (WV); Vor Ort; USD 42.000 - 60.000; Vollzeit

Zusammenfassung

Legal Industry in Wheeling, WV is seeking an IT Support Specialist II to provide on-site technical help three days per week. You will assist staff with hardware, software, printers, and conferencing tools, and document incidents in the IT service system.

The role emphasizes customer service, issue triage, coordination with engineers, and mentoring teammates. Candidates should have strong Windows/Mac troubleshooting, Office 365, Exchange/AAD/Intune familiarity, and a proactive problem-solving

Qualifikationen

• Minimum of 5 years' experience troubleshooting computer systems.
• Proficient knowledge of Windows and Mac operating systems including Windows server OS.
• Proficient understanding of the Microsoft Office suite with a focus on Outlook, Word, Excel, Teams.
• Excellent proficiency in mobile phone troubleshooting in all makes and models.
• Computer hardware repair.
• Excellent knowledge of printers specifically related to setting up, scanning, connecting to wireless networks, and driver troubleshooting.
• Skilled in networking especially pertaining to wireless networks.
• Experience with Microsoft Exchange, Azure Active Directory, and/or Intune administrators is a plus

Aufgaben

• Provide excellent customer service and de-escalate issues within SLA.
• Offer hands-on IT support in-office for walk-up inquiries.
• Coordinate with engineers to resolve unresolved issues.
• Meet monthly metrics for phone/chat/ticketed work and service quality.
• Act as incident/ticketing workflow coordinator and monitor queues.
• Log all support issues with precise details in the ITSM system.
• Mentor, train, and assist other Service Operation Specialists.
• Identify potential issues by testing beta software versions.
• Install firm software and train users on core applications.
• Develop and maintain documentation of configurations.
• Monitor system alerts and address issues proactively.
• Perform imaging and OS installations on laptops/desktops.
• Maintain office PCs, hardware refresh, backups, and transitions.
• Provide in-office support for video conferencing equipment.
• Set up and troubleshoot enterprise printers.
• Assist with office equipment wiring and peripherals.

Kenntnisse

Customer service

Troubleshooting

Incident management

Networking

Printer setup

Mobile device support

Tools

Windows OS

Mac OS

Office 365 / Outlook

Exchange / Azure AD / Intune

Jobbeschreibung

Job Title:

IT Support Specialist II

Company:

Legal Industry

Location:

Wheeling, WV - onsite 3x a week

Contract Length:

6-month contract-to-hire

Responsibilities:

• Excellent customer service skills, have the capacity to de-escalate situations using a friendly demeanor and allow people the opportunity to describe problems or requests for service, while obtaining a sense of the priority and setting an appropriate time frame within the departments service level agreements if something cannot be resolved on first contact.
• Offer hands on support while in the office for walk up inquiries.
• In the event a resolution cannot be found, determine the proper priority based upon the customer's needs and coordinate with other department engineers to obtain a solution.
• Resolve as many incidents as possible while meeting monthly metric objectives for the following categories: Phone availability and percent answered, chat availability and percent answered, ticketed calls and chat percentages, customer service ratings, unexcused absence ardiness, and shift coverage availability.
• Act as an incident/ticketing workflow coordinator when scheduled or assigned. This includes but not limited to: monitor unassigned incidents, assigning out work, coordinate escalations, monitor calls in queue, ensuring agent availability, keeping abandon rates low, and dealing with critical outages.
• Log all support issues in the IT service management database including accurate descriptions and details work notes.
• Mentor, train, and assist other Service Operation Specialists.
• Be proactive and identify potential technical issues by volunteering and testing out beta versions of software.
• Install firm software and provide advanced training on how the core applications work.
• Develop and keep up to date documentation on technical configurations.
• Monitor system alerts and proactively address potential issues using Problem management.
• Ability to perform computer imaging, proficiency with installing operating systems on various makes and model laptop and desktops.
• Keep the Wheeling office computers up to date by issuing new hardware as necessary, or as the lease expires along with coordinating a smooth transition by backing up and restoring software/documents.
• Provide in office support of the firm's video conferencing equipment.
• Setting up and troubleshooting enterprise level printers.
• Assist with equipment needs inside of the office. Advanced understanding of how to hook up computers to monitors, docking stations, mice, keyboards, headsets, and any misc. accessories that someone may need to work efficient.

Qualifications:

• Minimum of 5 years' experience troubleshooting computer systems.
• Proficient knowledge of Windows and Mac operating systems including Windows server OS.
• Proficient understanding of the Microsoft office suite with a focus on Outlook, Word, Excel, Teams.
• Excellent proficiency in mobile phone troubleshooting in all makes and models.
• Computer hardware repair.
• Excellent knowledge of printers specifically related to setting up, scanning, connecting to wireless networks, and driver troubleshooting.
• Skilled in networking especially pertaining to wireless networks.
• Experience with Microsoft Exchange, Azure Active Directory, and/or Intune administrators is a plus