IT User Support Specialist II

Cuisine Solutions - Sterling, VA

Full-time

Sterling, VA

Food Manufacturing

About the position

As a Tier 2 Helpdesk Support team member, the IT User Support Specialist II will play a pivotal role in providing advanced technical assistance and support to resolve complex issues related to computer systems, software, and networks within our organization. This position is essential for handling escalated problems, ensuring efficient troubleshooting, and delivering high-quality support to our users. The role is based in our Sterling office and Alexandria manufacturing facility, with shift hours from 9 am to 5 pm. The specialist will be responsible for managing escalated technical issues from Tier 1 support, providing in-depth analysis and advanced troubleshooting to achieve resolution. This includes diagnosing and resolving complex hardware, software, and network issues, collaborating with other IT teams and vendors as necessary. The IT User Support Specialist II will also be tasked with researching and developing solutions to technical problems, documenting procedures and best practices for future reference. The role involves performing system upgrades, configurations, and installations while ensuring minimal disruption to operations. Additionally, the specialist will mentor and assist Tier 1 support agents, providing guidance and knowledge transfer to enhance their capabilities. Maintaining accurate and detailed records of technical issues and resolutions using our ticketing system is crucial, as is collaborating with cross-functional teams to implement improvements and enhancements to existing systems and processes. The specialist will also conduct user training sessions on advanced technologies and applications, ensuring that all users are equipped to utilize the systems effectively. The position requires the ability to travel to all satellite office locations and participate in an on-call duty rotation that includes nights and weekends.

Responsibilities

• Manage escalated technical issues from Tier 1 support, providing in-depth analysis and advanced troubleshooting to achieve resolution.
• Diagnose and resolve complex hardware, software, and network issues, collaborating with other IT teams and vendors if necessary.
• Research and develop solutions to technical problems, documenting procedures and best practices for future reference.
• Perform system upgrades, configurations, and installations, ensuring minimal disruption to operations.
• Mentor and assist Tier 1 support agents, providing guidance and knowledge transfer to enhance their capabilities.
• Maintain accurate and detailed records of technical issues and resolutions using our ticketing system.
• Collaborate with cross-functional teams to implement improvements and enhancements to existing systems and processes.
• Conduct user training sessions on advanced technologies and applications.

Requirements

• Proven track record (3 years) in a Tier 2 or equivalent technical support role.
• Expertise in troubleshooting and resolving complex hardware, software, and network issues.
• In-depth knowledge of operating systems (Windows, MacOS), software applications, and network protocols.
• Proficiency in utilizing helpdesk software and ticketing systems to manage and track support requests.
• Strong analytical and problem-solving skills with the ability to prioritize tasks effectively.
• Excellent written and verbal communication skills for effectively conveying technical information to non-technical users.
• Relevant certifications (e.g., CompTIA Network+, Microsoft Certified Solutions Associate) are advantageous.