Technical Support Specialist II

SUMMARY: The Technical Support Specialist II will be a member of the VSE Corporate IT Help Desk team and is responsible for assisting the Sr. Manager, Service Desk, to provide customer service support for VSE employees globally. This role is the first line of support for the Information Technology department and will be required to explain technical intricacies to employees for new computer technology; maintain cooperative working relationships; and demonstrate sensitivity to and respect for a diverse employee population. The Service Desk Specialist I is obsessed with customer service and has ownership of the customer experience. 

DUTIES & RESPONSIBILITIES: 

Responsibilities include, but are not limited to: 

• Provides deeper troubleshooting and technical support.
•  Manage service request calls via the ticketing system, telephone, remote access, and desk side visits to ensure courteous, timely, and effective resolution of employee issues. 
• Configure, install, and support desktop computers, laptops, printers, monitors, peripherals, client-side applications, and operating systems. 
• Diagnose and resolve hardware breakdowns - including workstations, laptops, printers, network hardware, voicemail, phone equipment, and communicate the remediation with status updates. 
• Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required. 
• Communicate technical information clearly and effectively over the phone, in person, and in writing to employees. 
• Provide network and email account provisioning and deprovisioning administration. 
• Create and maintain updated knowledge-based articles in the document repository and contributes to the service desk standard operating procedures and training documents. 
• Document all employee requests and actions taken in the IT service desk ticketing system. 
• Review ticketing system to ensure assigned tickets are being identified and issues effectively resolved in compliance with policies and service-level agreements. 
• Assist employees with audio/visual conferencing activities; this includes conference room setup and tear downs, maintenance and troubleshooting of AV equipment and schedules service calls. 
• Other duties as assigned. 

MINIMUM REQUIREMENTS:   

• High School diploma or GED in Computer Sciences, Information Technology, or related field or a combination of relevant Specialized Technical Certifications in related field - or an additional 2 year of relevant work experience in lieu of degree. 
• 2 years of working experience troubleshooting computer hardware, laptops, desktops, mobile devices, and enterprise desktop applications. 
• Problem-solving and analytical skills are essential for diagnosing and resolving complex issues.  
• 2 years of experience with Microsoft Active Directory user account administration. 
• Basic understanding of Network Protocols (TCP/IP, DNS, DHCP etc.) 
• Demonstrated strong verbal and written communication skills.  
• Willingness to participate in on-call rotation, and work flexible schedules, holidays, and weekends. 

PREFERRED REQUIREMENTS: 

OTHER:   

• Some travel required. 
• The selected applicant will be subject to a background check and drug testing.