IT Support Specialist II

The IT Support Specialist II role supports onsite and remote users at a Bristow, OK facility by troubleshooting and resolving technical issues across end-user devices, network services, and peripherals. The position includes Windows 11 desktop and laptop configuration and ticket-based service desk work.

Location

Bristow, OK (onsite)

Key Responsibilities

• Provide front-line onsite and remote technical support to identified locations, troubleshooting hardware and standardized and proprietary applications, telephones, mobile devices, VPN connectivity, printers, telephony, and network connectivity.
• Configure, deploy, and maintain Windows 11 desktop and laptop computers in an enterprise environment.
• Coordinate, troubleshoot, and resolve incoming tickets, phone call requests, and walk-up support needs.
• Provide priority support to senior leadership, including deadline-driven and after-hours support when required.
• Use the IT Service Desk electronic ticketing system to open, close, resolve, escalate, and track user requests in line with department procedures.
• Monitor the ticket queue and distribute tickets to the appropriate department or assigned resource.
• Resolve assigned tickets and escalate requests that fall outside the scope of the role to the appropriate IT team members and/or vendor support.
• Manage user accounts, shared resources, and group memberships.
• Support multiple organizational segments and build technical knowledge relevant to those areas.
• Provide access and connectivity support to external customers when needed.
• Notify leadership of site changes that may impact volume, escalation activity, major outages, server issues, major moves, and/or staffing issues.
• Maintain open and professional working relationships with leadership, the user community, and peers.
• Serve as an onsite IT resource for other IT departments and assist with team maintenance and deployment efforts, including occasional after-hours support.
• Configure, deploy, upgrade, wipe, and repurpose mobile devices following established procedures.
• Maintain site IT desktop hardware and peripherals, including procurement and recycling or destruction according to department process.
• Perform other duties as assigned.

Required Qualifications

• Minimum 2 years of experience.
• Bachelor’s degree.
• Ability to write and maintain SQL reports is preferred.
• Ability to perform assigned duties including computer skills.
• Ability to maintain sensitive and confidential information in accordance with company and government requirements.
• Effective communication and interaction with peers, supervisors, and the public while following company policies.
• Willingness and ability to learn and use company technology, including training and reviewing and signing policies and procedures (including benefits enrollment and related changes).
• Ability to read, understand, and follow instructions.
• Ability to work in a fast-paced environment and keep job-relevant knowledge up to date.
• Networking experience, including troubleshooting wired and wireless connections and basic VPN connectivity issues.
• Current CompTIA A+ or Security+ certification, and/or ITLv4 preferred.

Technology Stack

• Windows 11
• Office 365
• Adobe products
• VPN
• Smartphone
• SQL
• IT Service Desk electronic ticketing system
• MFPs/printers
• Telephones and telephony
• Network connectivity
• Mobile devices
• CompTIA A+, Security+, ITLv4

Benefits

• Medical, Dental & Vision Insurance Coverage
• Life/ADD & Short/Long Term Disability Insurance
• 401(k) Savings Plan
• Employee Stock Purchase Plan (ESPP)
• Paid Time-Off (PTO)
• Holidays
• Education Reimbursement

Supervisory Responsibilities

This position does not have supervisory responsibilities.

Work Environment and Physical Requirements

• Office/Work Station/Shop Floor environments
• Ability to stand and sit for long periods of time
• Ability to perform repetitive motion (keyboarding, mouse, phones)
• Ability to lift up to 10 lbs.

Travel

Domestic and international travel to other CTS sites as needed.