Tech Support Specialist II - Field & IT Solutions

Lighthouse Electric Company, Inc.; Pittsburgh (Allegheny County); On-site; USD 32,000 - 37,000; Full time

Benefits offered by this job

Company-paid health insurance

401(k) match

Paid holidays

Paid time off

Life and AD&D insurance

Disability insurance

Job summary

Lighthouse Electric Company, Inc. is seeking a Technology Support Specialist II to join our Tech Team. You will provide first-line IT support for hardware, software, and network issues across field offices and on-site locations in the United States.

Responsibilities include logging tickets, troubleshooting, documenting actions, and mentoring junior staff while staying current with industry trends. A Bachelor’s in CS or IT is required with relevant certifications encouraged.

Qualifications

• Bachelor’s degree in computer science, information technology, or a related field.
• Knowledge of networking, protocols, and basic security principles.
• Certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, and Microsoft Certified Desktop Support Technician.

Responsibilities

• Provide first line of support for technology issues or requests.
• Support computers, laptops, tablets, phones, printers, network, and applications.
• Interface with users remotely and onsite to assist in requests and provide support.
• Utilize excellent customer service skills and exceed employees’ expectations.
• Ensure proper recording, documentation, and closure in the ticketing system.
• Escalate unresolved inquiries/tickets to the next level of support.
• Inform management of recurring problems.
• Participate in process redesign to improve internal operations.
• Establish yourself as a subject matter expert owning, optimizing, and advancing team processes.
• Create, maintain and update documentation, including knowledge base articles and SOPs.
• Serve as a resource for handling escalated issues.
• Identify and elevate urgent situations.
• Stay up to date with industry trends and emerging technologies.
• Evaluate and recommend new technologies, software, or tools to improve support services.
• Develop and implement strategies to improve customer satisfaction.
• Mentor and train junior team members.

Skills

Networking knowledge

Customer service

Problem solving

Communication skills

Multitasking

Ticketing system experience

Team player

Self-motivated

Education

Bachelor’s degree in computer science or related field

Tools

Ticketing software

Job description

Lighthouse Electric Company, Inc. is seeking a Technology Support Specialist II to join our Tech Team. You will provide first-line IT support for hardware, software, and network issues across field offices and on-site locations in the United States.

Responsibilities include logging tickets, troubleshooting, documenting actions, and mentoring junior staff while staying current with industry trends. A Bachelor’s in CS or IT is required with relevant certifications encouraged.