Technical Support Specialist Tier 2

Synergy Staffing; Pittsburgh (Allegheny County); On-site; USD 50,000 - 80,000; Full time

Job summary

Synergy Staffing is seeking a Technical Support Specialist (Tier 2) to provide high-level end-user technical support across computers, mobile devices, applications, printers and peripherals. The role includes escalation handling, documentation, and occasional on-site or remote assistance to ensure user productivity and satisfaction.

The position also involves coordinating with vendors on warranty issues and delivering training for internal users, with opportunities to participate in

Qualifications

• Must demonstrate stress tolerance, resilience and empathy in difficult situations.
• Excellent oral and written communication skills.
• Strong critical thinking and problem-solving abilities.
• Ability to manage multiple requests and tasks.
• Ability to prioritize effectively and work in a team-oriented environment.
• Self-starter capable of working with minimal supervision.

Responsibilities

• Provide high-level end-user IT support for computers, mobile devices, applications, printers and peripherals via in-person, phone, email or remote access.
• Handle escalated service requests and document issues in the help desk system.
• Coordinate with vendors on warranty-related hardware issues.
• Conduct regular computer orientation training for internal users.
• Assist with configuration/scripts and network projects as needed.

Job description

Job Title: Technical Support Specialist (Tier 2)

Reports To: Applications Manager or IT Operations & Security Manager

POSITION OVERVIEW

The Technical Support Specialist (Tier 2)is skillful in many areas of information technology without any specific specialty. The Technical Support Specialist (Tier 2) provides a high-level expertise for end-user technical support on computer, mobile device, application, printer and peripheral systems via in-person, virtual, telephone, email or through remote access. Performs a variety of project related tasks as an IT project team resource. Maintains documentation using our electronic help desk, project management and knowledge base systems.

This position provides a secondary level of support to end users by handling service requests that have been escalated based on the need for additional technical expertise and/or specialized knowledge. The Technical Support Specialist (Tier 2) position like the Tier 1 position, provides technical assistance to all users. Performs a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and applications meet company and user requirements. Troubleshoots computer, application, printer and peripheral problems and resolves via telephone, virtual, in-person, e-mail or through remote access. Documents and tracks each issue in electronic help desk ticketing system. Coordinates with vendors on warranty related defective products. Conducts regular computer orientation training for internal office users.

ESSENTIAL FUNCTIONS:

• Models and promotes both internally and externally the mission, philosophy and values.
• Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
• Acquires, maintains and demonstrates current knowledge and competency.
• Performs workstation and mobile device administration and management.
• Performs user account management including password change, requests for domain access and various user applications.
• Provides daily internal applications, workstation, printer and peripheral help desk support in person, via telephone, help desk ticketing system, remote access and remote site visits.
• Demonstrates an active effort to foster and promote a team-oriented, collaborative environment.
• Organizes ideas and communicates information in a style appropriate to the audience and situation.
• Deploys workstations, endpoint software applications and OS and application updates using endpoint management and imaging applications.
• Maintains Technology inventory and software licensing and works with management to ensure effective procurement and disposal.
• Installs and performs minor repairs to desktops, laptops, printers and other peripherals as needed.
• Answers user inquiries regarding computer software or hardware operations to resolve problems.
• Develops knowledge base articles related to common usage of hardware and software in our environment for internal users.
• Confers with staff and management to recommend new system improvements, requirements or modifications as needed.
• Refers and coordinates warranty related hardware and software problems or defective products to vendors.
• Assists with application configuration/scripting, reports development, security and network projects and activities on an as needed/available basis.
• Performs other duties as assigned by Manager

EDUCATION and/or EXPERIENCE:

Other Requirements:

• Must demonstrate stress tolerance, resilience and empathy in difficult situations
• Possess excellent oral and written communication skills
• Possess excellent critical thinking and problem-solving skills
• Must manage multiple requests and tasks
• Have the ability to prioritize effectively and manage shifting priorities
• Must be willing and able to work in a strong team-oriented environment
• Escalate issues, when necessary, in a timely fashion
• Must be a self-starter able to work online or offline hours with minimal or no supervision.
• Must have reliable transportation for periodic regional travel.
• Successful completion of motor vehicle records and background check.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to sit, talk or hear and frequently uses hands to finger, handle or feel, reach with hands/arms. The employee is occasionally required to stand; walk and stoop, kneel or crouch, and may lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

All job requirements listed indicate the minimum level of knowledge, skills, and/or ability deemed necessary to perform the job proficiently. This job description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any job-related function as directed by their supervisor.