IT Support Specialist II

Overview of the Position Responsibilities: The IT Support Specialist performs analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations; diagnoses and resolves problems in response to customer reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization; prepares progress reports for all work performed; evaluates products for compatibility, expandability, and ease of use and support; recommends to management the support or nonsupport of evaluated products.

Be part of our innovation- building and delivering a fiber-rich internet connection to people’s doorsteps.

What You Will Do:

• Provide Tier I and Tier II customer service and technical support to end-users for hardware and software.
• Diagnose, research, and resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary.
• Provide guidance and explain policies and procedures to end-users.
• Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution.
• Train customers on new devices and technologies.
• Install software on new or existing devices, in accordance with standard procedures.
• Assist in the set-up of new equipment and devices.
• Assist users in obtaining access to systems.
• Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation.
• Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.
• Assist with preventative maintenance within specified guidelines and procedures.
• May review and evaluate new computer hardware and software products.
• Assist in the tracking of hardware and software inventory.
• Assist and interact with hardware and software vendors.
• Participate on working groups, projects, enterprise-wide teams.
• Ability to travel in local area to support remote facilities.
• Other related duties as assigned.

What You Will Need:

• Associate or Bachelors’ degree and 3-5 years of IT Support experience; and/or an equivalent combination of education and experience
• Proficient in MAC, Windows, IOS, and Android operating systems.
• Upon job offer, must be able to pass a background check and drug test.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Excellent time management skills.
• Ability to prioritize tasks and work independently.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Proficient with or the ability to quickly learn an array of computer hardware and software.
• Superior understanding of computer hardware and software systems.
• Prolonged periods of sitting at a desk and working on a computer.  
• Regularly required to talk and hear. 
• Frequently required to sit, stand, bend, reach, push, pull and walk. 
• Required to use hands, handle objects and paperwork. 
• Required to use close vision and be able to focus.  
• Required to refrain from personal use of technology during working hours. 
• Required to lift up to 15lbs at a given time.   
• Valid Driver’s License. 

Salary Range: $49,000 - $63,500

Why Work at Bluepeak?

• Competitive Compensation + Annual Bonus Eligibility
• Comprehensive Benefits Package, Including Medical, Dental, Vision, Life, and 401(k)
• Generous Vacation and Paid Sick Time + Paid Holidays and Personal Days
• Professional Development with an Emphasis on Internal Promotion
• Employee Discounts on Bluepeak Services, Including Internet
• Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers!

About Us

We believe that the size of the city shouldn’t determine the quality of the technology. That’s why we are building for you: Faster, more reliable, and without the things that get in the way of great service—like red tape, hidden fees, and slow response times. And with up to 5 gigabits of speed for residential customers and 10 gigabits for businesses, we are whole new ballgame- from internet to TV, to connecting every device in your home, to powering your business, we’re not only providing the best fiber connections in your community, but we’re also meeting the growing needs for how you live.

Bluepeak provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.