KabaFusion

IT Support

• Provide advanced technical support and expertise to resolve complex IT issues, including hardware and software problems, and system errors.
• Troubleshoot and resolve escalated support tickets from Level I.
• Perform other IT related duties as directed and assigned by IT Supervisor/Manager/Director.
• Act as a mentor to IT support specialist Level I Agent, assisting and providing guidance on technical problem-solving.
• Share knowledge and best practices with the team.
• Record, troubleshoot, escalate and follow-up with end-users regarding IT support matters.
• Investigate, diagnose, and resolve IT issues efficiently to minimize downtime and disruption.
• Escalate issues to higher-level support when necessary.
• Assist in managing IT assets, including hardware and software inventory, equipment tracking, Equipment retrieval and license compliance.
• Collaborate with asset management team.
• Assist in maintaining both hardware, software and licensing needs.
• Support computer users; both hardware, software needs and supported applications.
• Install and deploy workstations, tablets, iPads, iPhones and other IT technology to users and support overall IT initiatives.
• Maintain complete and accurate logs and documentation of responsibilities and work completed.
• After-hours end-user, network and IT infrastructure support required.
• Travel required to company locations to support end-users, network and IT infrastructure.

IT Support Specialist II