Technical Specialist II

Socket.dev; Overland Park (KS); On-site; USD 42,000 - 68,000; Full time

Job summary

Socket.dev is seeking a Technical Specialist II to lead by example on the IT support team. Under the IT Support Supervisor, you will back up leadership, handle back-end issues, and assist end users with help desk tickets to keep business tasks moving.

This role requires an Associate degree or equivalent experience and 3–5 years of IT support. You will install and maintain workstations, troubleshoot hardware, and apply industry security practices to protect data.

Qualifications

• Associate degree or equivalent combination of education and experience required.
• Three to five years of IT support experience required.

Responsibilities

• Provides first-level help desk support and handles complex issues.
• Mentors Technical Specialist I and supports end users with tickets.
• Installs, configures, maintains and troubleshoots workstations, printers, and peripherals.
• Documents resolutions and analyzes trends to prevent future problems.
• Adheres to security and privacy policies to protect sensitive data.
• Performs post-resolution follow-ups to ensure customer satisfaction.

Skills

Technical support

Mentoring

Education

Associate degree

Job description

JOB SUMMARY:

The Technical Specialist II, under the direction of the IT Support Supervisor demands leadership in utilizing and transferring experience and professionalism to the rest of the technical support team and our end users. This position serves as a back-up for the IT Support supervisor, and resolves recurring, systemic, and/or complex nature problems. In addition, the Technical Specialist II supports end users with help desk tickets to allow them to accomplish their business tasks.

ESSENTIAL FUNCTIONS:

• Provides responsive first-level help desk support, taking lead on more complex support issues.
• Serves as a Technical resource and mentor to Technical Specialist I’s.
• Receives, prioritizes, documents and resolves end-user requests.
• Applies diagnostic utilities and research to aid in troubleshooting.
• Installs and configures workstations and printers.
• Tests repairs to ensure problem has been adequately resolved.
• Maintains, troubleshoots, and repairs computer systems, hardware and computer peripherals, including preventive maintenance.
• Documents, maintains, upgrades or replaces hardware and software systems.
• Participates in the deployment, maintenance, support and upgrade of servers, desktop PC, WIN Terms, hardware, software, operating systems, and distributed printers.
• Evaluates documented resolutions and analyzes trends for ways to prevent future problems.
• Performs post-resolution follow-ups to support requests.
• Perform all job responsibilities in alignment with the industry’s best security practices and regulatory guidelines to protect the confidentiality, integrity, and availability of protected health information and other sensitive company data.
• Must be familiar with and abide by the Corporate Compliance Program and all Corporate policies, including the Privacy and Security policies.

Qualifications

EDUCATION & LICENSURE:

• An Associate’s degree or the equivalent combination of education and experience is required.

REQUIREMENTS:

• Three to five years of prior job-related experience is required.