The IT Support Specialist II is responsible for supporting our end users in the local office and other offices in the region, as assigned by IT leadership. This support role has the primary responsibility of troubleshooting and/or triaging tickets from WM team members onsite and remote, and also functions as a mid-level escalation point for various technologies.
### Your Role
This is a mid-level IT support role that serve as an escalation resource of the helpdesk team
Work hours are 8:00 AM – 5:00 PM, local time; after-hours work as-needed to complete open tasks
Provide excellent customer service through effective communication and active engagement.
Resolve IT requests within established Service Level Agreements (SLA).
As needed, escalate IT issues to senior-level technicians, infrastructure team or IT management
Manage own help desk system queue to ensure timely response and resolution times.
Assist other team members to help balance the IT workload.
Develop and maintain a close working relationship with the IT team and end users.
Effective assignment and recovery of IT assets in the assigned region.
Maintain accurate inventory of all hardware and software.
Anticipate the unique needs of each office by engaging with its local representatives.
Be continuously alert and responsive to the ever-evolving needs of the staff in the region.
Active contributor of technical solutions and documentation.
Support a minimum of 3 offices with over 100 employees total.
Assist efforts involving office buildouts, expansions or moves.
Complete assignments as assigned by the Director of IT, Principal of IT or Ware Malcomb leadership.
Participate in after-hours work, and travel to various work sites, as needed.
### Qualifications
Knowledge of infrastructure and cybersecurity fundamentals.
Able to safely lift or carry equipment weighing up to 25 lbs. and reach for overhead items.
Bachelor’s degree or equivalent combination of technical training/work experience.
Minimum of three (3) years of support experience with the following:
Windows 10/11, Active Directory, Office 365, MS Office, PC imaging, software updates
Applications: AutoCAD, Civil 3D, Revit; Sketchup, Adobe Suite, SharePoint
Network connectivity, VPN issues, remote work, Zoom, VoIP, mobile devices
Troubleshooting hardware, software, network, printing and telecom issues
Analytical, critical and deductive reasoning required to troubleshoot user issues.
Effective communication of technical information to a less technical audience.
Clear, concise, professional and thorough oral and written communication skills.
Ability to multi-task, follow processes and procedures and take direction positively.
Ability to speak, understand and write in English.
