IT Level II Support Specialist

Description

Job Summary:

FOCUS Broadband is seeking a driven IT Level II Support Specialist who excels in multi-tasking and is detail-oriented and strategic thinking. This role involves responding to user queries and providing day-to-day support for the desktop and wireless laptop computing environment. The successful candidate will lead and coordinate the implementation of OS and hardware upgrades, software installations, and other desktop projects as needed. In this role, your driven approach will be essential in performing analysis, diagnosis, and resolution of complex client device and network problems for end users. A strong ability to multi-task, pay attention to detail, and think strategically will ensure the successful completion of tasks and projects.

Requirements

• Handles problem recognition, research, isolation, resolution, and follow-up for complex user problems.
• Logs and tracks client issues using a ticketing system and maintains historical records and related problem documentation.
• Accountable for OS image creation / management and deployment strategies: Hardware distribution, Software distribution, Device management, Security remediation, Computer patching, Network monitoring.
• Responsible for user account creation, transfers and deletions.
• Handles and manages special projects and requests as designated by the management team.
• After-hours on call assistance, when scheduled, for all priority incidents and problems.
• Assists in developing long-term strategies and capacity planning for meeting future desktop/laptop hardware and software needs.
• Helps with provisioning and troubleshooting users, recordings, and phones in our company phone system.
• Increases the technical bench strength of the IT Computer User Support Specialist by providing documentation and ad-hoc classes on topics of interest.
• Serves as the liaison between level I/II support and other IT admins for projects and initiatives.
• Assists IT Team in developing and implementing security standards.
• Fields client inquiries and provides application support, network administration, and desktop/laptop troubleshooting.
• Adheres to team performance goals while prioritizing, resolving, and escalating issues in accordance with company policy.
• Maintains compliance with all company policies and procedures.
• Performs all other duties as assigned by upper management.

Physical Requirements:

• Sitting or standing for extended periods, walking, finger dexterity, feeling, repetitive motions, talking, hearing, and visual acuity, including close vision.
• Ability to look at a computer screen for extended periods.
• Ability to lift up to 40 lbs. occasionally.
• May be required occasionally to stoop, kneel, or bend.
• Ability to drive long distances.

Minimum Qualifications:

• Associate’s degree in information technology, related field, or equivalent experience.
• 2 years of experience in a related field is required.
• Must maintain a good driving record and a valid driver’s license.

Who is FOCUS Broadband?

FOCUS Broadband is North Carolina's largest communications cooperative. Formerly known as ATMC, our humble roots began in 1955 when residents banded together to bring telephone service to Brunswick County for the first time. Today, our team provides high-speed fiber optic internet, Merge TV, Wireless Security, and more.

FOCUS Broadband is proud of our history and reputation for putting our customers first. FOCUS Broadband has built its reputation by providing outstanding customer service and technology. We are building a next-generation, 100% fiber-optic network in Brunswick County. We are expanding our reach to serve portions of Bladen, Chowan, Columbus, Duplin, Hoke, Pender, Perquimans, Robeson, and Scotland Counties.

As employees at FOCUS Broadband, our team enjoys rewarding, challenging, and exciting careers. Though we number more than 300 employees, FOCUS Broadband maintains a small company feel by letting employees know they are appreciated, valued, and recognized. Our team enjoys competitive earnings and excellent benefits, including a 401k with a company match with an additional company contribution to the 401k, an on-site clinic, a lucrative wellness program, tuition reimbursement to help with career advancement, and much more. FOCUS Broadband is a "Local Company with Local Priorities."

Are you ready to start an exciting career with FOCUS Broadband?

FOCUS Broadband Benefits:

• Competitive Salaries
• 401k company contributed plus tiered match
• Employer-paid premiums for Medical, Dental, and Vision coverage for employees
• Employer-paid Short-Term and Long-term Disability coverage.
• Employer-paid AD&D (Accidental Death & Dismemberment) and Term-life.
• On-Site Clinic: available Monday-Friday
• Wellness Bonus Program - including Gym Reimbursement
• Tuition Reimbursement
• Generous PTO & Paid Holidays