IT Support Specialist II

Astronautics Corporation of America - Black Mountain, NC

Full-time - Entry Level

Black Mountain, NC

Transportation Equipment Manufacturing

About the position

The IT Support Specialist II is responsible for managing daily computing activities and troubleshooting in a multi-site environment, supporting both employees and contractors. This role serves as a point of escalation for junior support staff and ensures adherence to service level agreements while participating in process improvements and maintaining operational efficiency.

Responsibilities

• Prioritize and perform daily computing activities and troubleshooting requirements.
• Follow procedures to ensure the progression of helpdesk requests and incidents related to company hardware and software.
• Assist with implementing new and replacement end-user hardware, applications, and technology.
• Serve as a point of escalation for Support Specialist I team members.
• Adhere to relevant Service Level Agreements (SLAs).
• Participate in and suggest process improvements.
• Escalate incidents and requests to technical team members, third parties, and leadership as needed.
• Inform leadership of operationally significant issues.
• Stay updated on new processes and modifications of existing ones.
• Monitor daily work assignments for potential problems that may impact the business.
• Perform other duties as assigned by IT leadership.

Requirements

• Associate's degree in IT or related field plus 3 years of experience, or 5+ years of work experience in IT with IT certifications.
• Proficient computer analytical skills for advanced diagnostic and problem-solving tasks.
• Strong collaboration skills with team members, end-users, and customers/vendors.
• Proficient oral and written communication skills.
• Ability to mentor junior support staff in technical duties.
• Strong organizational skills and attention to detail.
• Interpersonal skills to work in a fast-paced, team-focused environment.
• Sound technical knowledge of Microsoft 365 Administration.
• Proficient in all Microsoft Teams features.
• Intermediate knowledge of most Microsoft Office Applications, with advanced knowledge of MS Outlook.
• Advanced knowledge of Windows OS and intermediate knowledge of iOS.
• Advanced knowledge of computer hardware and peripherals.

Nice-to-haves

• Well organized
• Capable of multitasking and prioritizing
• Proficient typing skills for documenting incidents and requests
• Demonstrates a commitment to quality
• Advanced customer service skills.

Benefits

• 401K
• Tuition Reimbursement
• 9/80 work schedule with every other Friday off