IT Technical Support Specialist IV

Requires a High School diploma or GED
Requires 4+ years of related experience
May require vocational or technical education in addition to prior work experience
Experience with ServiceNow or equivalent ticketing tool
Technical knowledge of laptop PCs, virtual workstations, Windows OS, Apple iOS and Networking
Understanding of Active Directory, Networking, Voice, WiFi and IT infrastructure

Provides lead level support on on-site and remote technical support to end users and site IT infrastructure
Leads the process for hardware delivery and setup; customize systems for unique end user needs
Oversees the analysis, testing, and debugging of computer systems
Provide second level support for laptop/desktop break-fix assistance and remote desktop support
Supports operating systems, applications, security services, and hardware issue resolution for users
Resolves technical issues with Local Area Networks (LAN) and Wide Area Networks (WAN)
Meets and reviews with IT Infrastructure teams to setups and maintain existing infrastructure environments and assist with local changes
Determines the necessary controls and procedures to protect information systems assets from intentional or inadvertent modification, disclosure, or destruction
Performs data transfer and manages imaging operations
Reports to users and management on status, resource needs, and projected outcomes of service tickets
Provides end user training and education
Performs other duties as assigned
Complies with all policies and standards

One or more of the following skills are desired: Experience with ServiceNow or equivalent ticketing tool
Demonstrated customer service skills
Demonstrated interpersonal/verbal communication skills