Technical Support Specialist

A qualified person must be detail oriented, a self-starter with strong inter-personal skills providing help desk (via phone and remote access) support to Downstate users and as-needed, on-site technical support to 11 downstate production offices and 2 satellite closing locations (Microsoft and Cisco environment).
Responsibilities Overview -- described in general and not limited to:
Provide Level I\II technical support to approximately 60 users via phone/remote
Track and follow up with users on open tickets
Communicate clearly with customers and cross-functional teams on issues
Support critical local business and corporate strategies, monitor and enforce compliance to corporate IT and regulatory requirements
Perform other duties as assigned
Minimal two years level 1 technical support in a large (500+) user environment
6+ months level 2 technical support
Desktop support experience with troubleshooting desktop, laptop, printer issues related to hardware, software and connectivity in a Windows 7, Active Directory, Office 2010 & 2013, Office 365 and OneDrive environment.
Server support experience with troubleshooting Dell and Client Server hardware (blades, towers), Windows Server 2003, 2008, 2012, Hyper-V and other Virtualization technologies, Symantec BackupExec, backup tape exchange and rotation
Strong working knowledge and familiarity with Microsoft Office (Word, Excel, OneNote in particular, Visio a plus)
Experience with trouble-ticketing\help desk software I don't use this or have access
Experience supporting corporate email on mobile devices, Android and Apple, for end users.
Able to articulate technical processes, both oral and written, to different audiences and varying levels of complexity
Excellent customer service skills & ability to interface at all levels
Ability to handle multiple tasks/requests from a variety of different customers
Ability to adapt to changing business and IT processes, technologies and requirements
Demonstrate time management skills and the ability to prioritize work in a highly dynamic environment
Bachelor's degree in IT field with 2 to 3 years' experience in related field preferable.
MCSA, MCSE certifications a plus.
MAC knowledge a plus, but not required

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