Technical Support Specialist Ii
Charlotte, Nc, Us
• Provide desk side and phone based Tier I & II end-user support and resolve technology problems to the end user’s satisfaction.• Monitor and respond quickly and effectively to requests received through the IT ticketing system, email or inbound phone calls.• Modify computer configurations, utilities, software default settings, etc.• Desktop and laptop hardware upgrades and repair.• Assist staff with the installation, configuration and ongoing usability of desktop computers, peripheral equipment, software, network and Avaya telephony equipment. • Work with vendor support contacts to resolve technical problems with desktop computing equipment, printers and software. • Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems. • Create and modify user accounts in multiple internal and external systems.• General Active Directory account, security group, group policy and Exchange account administration.• Initial network and telephony troubleshooting, issue isolation and escalation.• Documentation and escalation of technical issues to other internal IT groups.• Detailed documentation of internal IT procedures and processes.
