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IT Support Specialist II

As an IT Support Specialist with VGM IT, you will provide the timely delivery of high-quality Level 1 and Level 2 services & support to all internal across all VGM divisions (fair warning, we have quite a few of divisions), as well as external clients.
·       Provide laptop and desktop PC support for on and off-site users with equipment running Windows operating systems integrated with Active Directory.
·       Provide exceptional customer service and IT support via phone, email and in person for end users of equipment described above, including support of various in-house applications.
·       Provide PC system image creation, maintenance and troubleshooting supporting Windows 10.
·       Install and test computer equipment including, but not limited to, desktops, laptops, monitors, memory chips, cabling, and accessories.
·       User account and email creation utilizing Active Directory and Microsoft Exchange.
·       Diagnosis and resolution of all PC support issues including but not limited to hardware failures, operating system errors, software compatibility issues, printing issues, and network connectivity.
·       Identify and escalate complex problem reports or service requests to next tier of support as appropriate.
·       Complete work order tickets, including ticket creation at the time of initial problem report/service request, status documentation of open work orders, and proactively informing users of progress.
·       Provide conference room support including but not limited to troubleshooting A/V equipment, assisting initial setup of meetings utilizing WebEx and RingCentral Meetings.
·       Provide assistance with the relocation and implementation of user IT equipment.
·       Meet service request SLAs and project timelines.
·       Knowledge of ticketing system Service Desk Plus.
·       Update and monitor income tickets, update assigned tickets and resolve tickets in a timely manner.
·       Work with other team members to ensure the timely completion of complex issues.
·       Provide support for other company issued equipment such as cell phones, tablets, etc.
·       Maintain awareness of new and emerging technologies and products provided by IT.