IT Support Specialist II

Primary Purpose of the Role

The IT Support Specialist II reports to the Manager of IT Infrastructure and is responsible for supporting the company's computing and telecommunication network operations and procedures.

The Support Specialist works in a team environment to configure, install, support, and maintain all personal computer hardware and software, peripheral equipment, printers, servers, networks, communication equipment, and associated operating systems across the Hoffmaster Group enterprise.

This position will also provide helpdesk support and user training where necessary.

Essential Job Duties


* Troubleshoot, repair, maintain, install, and perform testing activities on various computer equipment, telephone equipment, peripherals, data communication, computer network systems, and computer software.



* Complete work orders such as installing computer hardware and software, connecting, and moving devices, and troubleshooting helpdesk calls based on established priorities and timelines.



* Set up and maintain user security access to Hoffmaster Group's Active Directory and network applications and servers.



* Develop and maintain software and hardware inventory and tracking systems; develop inventory lists and order, stock, and store PC hardware and software and associated supplies.



* Prepare and submit vendor warranty claims, parts, and documentation associated with warranty and repair of equipment under maintenance agreements.



* Monitor the company's helpdesk and respond to daily operational issues.

Provide support to users relating to both hardware and software problems on their personal computers and other mobile devices.



* Perform file/directory recovery/restore upon request in the event of any data loss (accidental deletion, etc.).



* Follows company computer policies, procedures, and standards when setting up and maintaining computer hardware, software, and communications to ensure there are no legal issues or security risks.



* Assist in supporting IT Infrastructure support during non-business hours.

Will be part of the support rotation.



* Participate in a team environment working closely with other members of IT department and outside consultants or third-party support resources to support Hoffmaster Group's computing environment.



* Perform preventive maintenance for computer, data communications, and/or network equipment; test and adjust to appropriate standards.



* Other tasking as required.

Required Skills and Abilities


* Possesses exemplary time management skills to monitor support ticket queues and meet internal Service Level Agreements as defined by business needs.



* Understand installation, configuration, and troubleshooting processes for software, hardware, and networking equipment.



* Requires analytical skills to access problems or unusual situations and develop resolution plans, and triage more complex issues to higher-level resources a...