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As a member of the companys Corporate Operations Information Technology team, the Technical Support Specialist II provides a broad range of support for associated teams and end users. A primary role for the Technical Support Specialist is to provide Tier 1 and 2 IT support out of the corporate headquarters for end users. This includes local and remote support for computer, printer, phone systems, and basic support for enterprise IT end user needs. Concurrently, the technical support team aides projects driven by compliance, information security, systems administration, and network support as required.

Duties:

Team and customer service orientation focus while working well as part of a group.
Work in a fast-paced and dynamic environment as a member of IT team to provide day to day support, request fulfillment, incident response, documentation, and follow-up.
User creation, modification, termination to include updating Active Directory, distribution lists, user groups, etc.
Respond to inquiries and requests for assistance with the entire organization's computer systems, phone systems and applications
Assist internal customers who are experiencing operational, hardware, application or network connectivity problems with their computer and phone systems
Answer, evaluate, and prioritize incoming phone, ticket, and email requests for technical assistance, escalating more complex problems to next level of technical staff.
Log and track support using ticketing, maintain history record, documentation, and follow-up.
Use excellent verbal and written communication skills to explain complex ideas and systems to non-technical users
Coordinates with other IT areas to resolve problems if necessary and provides assistance when required
Setup new computer and phone equipment for users and provide new hire training
Create and maintain system documentation and end user training materials
Implement new computer hardware and software technologies
Enhance documentation and automate business processes and technologies to improve end-user support and manage or reduce costs
Teach and assist other members of team as needed on tools, processes, etc.
Assist compliance, information security, systems, and network teams on tasks, changes, projects or other duties as assigned by Manager Technical Support

Requirements

Knowledge, Skills & Abilities:

Must be able to work during normal business hours
Ability to thrive in a hybrid work environment
Ability to work in a fast paced, dynamic, and high achievement environment with a strong work ethic
Grace under pressure and a sense of urgency that puts the customer first.
A professional individual with communication and customer service skills, suitable for a corporate headquarters environment with senior executives.
Strong team orientation, the ability to follow predefined support processes, and the initiative and skill to take tasks to completion successfully.
Ability to work independently with minimal supervision
Ability to periodically re-prioritize tasks as new requests come in or existing tasks get updated
Experience with the Microsoft products (e.g. Windows 10, Office Suite / O365, etc. ).
Good troubleshooting skills and willingness to take on all computer related problems in order to meet all company objectives
Ability to provide training, knowledge transfer, and self-help for end users while also assisting them fix problems
Experience with ticketing systems and web-based tools
Some understanding of networking topologies, security, Ethernet, TCP/IP, DNS, VPN technologies and remote and wireless communication
Some experience with full disk encryption technologies
Some understanding of Microsoft Windows server
Knowledge of software management tools (Desktop Central, inTune, SCCM)
Installation and configuration of all Windows desktop and server operating systems
Understanding of Active Directory and Group Policy and the ability to manage user accounts and utilize tools (ManageEngine, ADManager, DesktopCentral, etc.)
Experience with Zoom phone & meeting, MS Teams, Cisco Webex IM & meeting, or similar
Experience with desktops, laptops, printers, and similar hardware technologies

Education and Experience:

3+ years of IT experience
2+ years desktop support
Some Systems or Network experience a plus
Certification in MCP, ITIL, A+ or Security+ a plus
College degree or trade school a plus

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 50 pounds.

Compensation:

Compensation for this role includes a base wage between $24.00/hour and $30.28/hour ($50,00-$63,000 annually), and will vary based on experience.

Benefits

Not only does CoreSite have a fun, team-focused work environment, but we also offer great benefits!

Medical and Vision coverage through Cigna Heath Care
Telemedicine through MDLive
Dental Insurance through Delta Dental
Life Insurance and Short-Term & Long-term Disability Insurance fully paid by the company
Voluntary coverage benefits for Life and AD&D, Critical Illness, Accident Coverage, and Hospital Indemnity
Medical and Dependent Care Flexible Spending Account (FSA) Plans and Health Saving Account (HSA) Plans
401(k) retirement savings plan with a generous company contribution
Discretionary Annual Bonus and Equity Incentive Plan
15 days of Flextime
11 paid Company Holidays and Floating Holidays
School Visitation and Elder Care Paid Time
Parental Leave
Free parking or a company contribution toward a public transit pass

Applicant Privacy Notice: CoreSite is committed to protecting the privacy and security of personal information submitted by applicants. The California Consumer Privacy Act (CCPA) requires us to provide you information about our personal information handling practices. As a result, were providing this Privacy Notice that describes how we collect, use, share, and update personal information from individuals who wish to be considered for employment with CoreSite. To read the Applicant Privacy Notice, please go to (link removed)(link removed)>

CoreSite

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