Position Summary
The IT Support Specialist II will provide high-quality technical support and troubleshooting for New River Electrical Company (NREC) internal customers. Reporting to the Help Desk Manager, this role focuses on resolving complex technical issues and ensuring a seamless technology experience for both office-based and remote field personnel. The successful candidate will embody a culture of ownership and accountability, ensuring that every ticket is handled with diligence and follow-through. This role is critical in executing the processes and procedures established by IT leadership to maintain consistent service delivery across the organization.
Duties/Responsibilities
- Resolve escalated technical issues from the Tier I service desk, ensuring timely resolution and customer satisfaction.
- Provide advanced troubleshooting and support for PCs, mobile phones, iPads, and peripheral hardware.
- Support remote field personnel via remote desktop tools and phone communication to ensure operational continuity.
- Manage and execute complex software installations, configurations, and updates across the organization.
- Administer user accounts, groups, and permissions within Microsoft Entra ID and Exchange Online.
- Assist the Help Desk Manager in creating and maintaining technical documentation, SOPs, and knowledge base articles to empower Tier I staff.
- Perform hands-on hardware deployment, reclamation, and disposal (end of life) for end-user computing (EUC) equipment.
- Collaborate with HR and business units to execute the technical requirements of the employee on-boarding and off-boarding process.
- Identify recurring technical trends and perform root cause analysis to suggest permanent fixes rather than temporary workarounds.
- Assist in the implementation of new technology solutions and EUC projects as directed by IT leadership.
- Provide guidance, coaching, and informal mentorship to Tier I Support Specialists.
- Ensure compliance with company security policies and assist with physical and virtual security management.
- Assist with software license tracking and compliance enforcement.
- Support disaster recovery efforts and emergency management tasks as needed.
Other Duties
Performs other duties as required.
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Job Requirements
Qualifications
- Bachelor’s degree in Information Technology or related field, or equivalent experience leading enterprise IT support teams
- 2 years of Information Technology related experience
- Experience with PCs, mobile phones, iPads, and software support
- Experience supporting remote field personnel
- Experience with desktop support running Microsoft Windows 11 or newer and Microsoft Office
- Experience with incident management tools
- Experience installing, configuring, and supporting software applications
- Experience researching technical issues and finding best fit resolutions
- Basic understanding of network infrastructure, server infrastructure, data communications, and telecommunications systems
- Understanding of basic security principles, procedures, and policies
- Demonstrated ability to communicate effectively with peers and all levels of management.
- Strong leadership skills.
- Strong interpersonal, written, and oral communication skills.
- Ability to present ideas in a user-friendly language.
- Comfortable working with all levels of the organization.
- Strong organizational skills and demonstrated ability to be detail oriented.
- Must be willing to travel to remote sites