IT Support Specialist II: Escalations & Troubleshooting

Creative Realities, Inc.; Louisville (KY); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

HDHP with HSA

401(k) with company match

Paid time off

Job summary

Creative Realities, Inc. in Louisville, KY is seeking a Support Specialist Level II to manage and resolve hardware and software incidents. You will generate, prioritize, and process tickets, perform advanced troubleshooting, and coordinate with Level III Support and field technicians.

The role requires 2+ years in a helpdesk/call center, strong communication, and the ability to own fault reports and monitor SLAs. Willingness to lift up to 25 lbs. and work on-site in Louisville.

Qualifications

• 2+ years of experience in a helpdesk/call center environment preferred
• Diploma or equivalent required
• Familiarity with Windows, iOS, Linux and related IT terminology
• Microsoft Office applications (Word, Excel, Outlook)
• Comfortable with multi-line phone systems and ticket management/CRM systems
• Knowledge of PC and Audio/Visual hardware
• Networking and IT experience preferred
• Strong verbal and written communication skills
• Well-organized and able to multi-task
• Team-oriented and collaborative environment

Responsibilities

• Resolve escalated issues from Support Level I Specialists
• Answer inbound calls and emails within SLA and company standards
• Remote troubleshooting of client systems using provided scripts
• Close and document service tasks on completed orders
• Maintain communication with client throughout service process
• Escalate to Level III Support when needed
• Ensure customer SLA is upheld
• Coordinate with field technicians for troubleshooting visits and installations
• Assist with warranty claims and replacements with vendors
• Follow company billing process on approved quotes

Skills

Communication

Multi-tasking

Interpersonal

Teamwork

Education

Diploma or equivalent

Job description

Creative Realities, Inc. in Louisville, KY is seeking a Support Specialist Level II to manage and resolve hardware and software incidents. You will generate, prioritize, and process tickets, perform advanced troubleshooting, and coordinate with Level III Support and field technicians.

The role requires 2+ years in a helpdesk/call center, strong communication, and the ability to own fault reports and monitor SLAs. Willingness to lift up to 25 lbs. and work on-site in Louisville.