Technical Support Specialist

Job Description

Technical Support Specialist II

Department: Infrastructure & Operations

Corporate Area: Technology & Operations

Status: Full-time/Regular/Exempt

Supervisor: Senior Manager, Service Desk

Position Overview:

PBS is a membership organization that, in partnership with its member stations, serves the American public with programming and services of the highest quality, using media to educate, inspire, entertain and express a diversity of perspectives. PBS empowers individuals to achieve their potential and strengthen the social, democratic, and cultural health of the US

This position is in the Solution Center, part of the Infrastructure & Operations group, in the Software Development & Operations department of the Technology & Operations corporate area at PBS lead by the CTO. The Infrastructure & Operations group is responsible for Compute, Network, Messaging, Storage, Virtualization, Service Desk, Desktop Applications, SaaS Applications, Mobile, Cyber Security Operations, Telephony and Disaster Recovery. The Solution Center provides prompt and accurate support for most areas of responsibility of the Infrastructure & Operations group and ensures the availability and reliability of the desktop platform in a mixed Microsoft Windows and Apple Mac OS X computing environment.

Key responsibilities will include, but are not limited to:
• User Support

• Answer requests in a courteous, empathic manner, with appropriate urgency.

• Communicate and coordinate with users and all involved in resolving issues.

• Monitor all communication channels (Ticketing System, IM, Phone) and react promptly to fulfill requests and resolve incidents.

• Service Desk Operations

• Respond to security incidents and assists investigations.

• Coaches junior staff on procedures and effective communications.

• Create and maintain knowledgebase articles about best practices and procedures used to handle requests.

• Assist with Active Directory and Exchange account creation and auditing.

• Configure and troubleshoot Windows and Mac computers and software.

• Deploy and troubleshoot mobile devices.

• Document processes, procedures, and solutions for issues resolved on the field.

• Assist with Operating System upgrades, revisions testing, and deployments.

• Assist with Desktop platform refresh deployments.

• Assist with the execution of special projects

Requirements for Success
• Bachelor's Degree, certifications or equivalent work experience.

• 3 or more years in a similar position or related work experience, education or training.

• Experience supporting Windows and Mac OS X in an enterprise environment.

• Experience in a metrics oriented, workflow driven, ITSM environment.

• Industry certifications are desirable: MCITP, ACMT.

• Extensive knowledge of Microsoft Windows and Apple Mac OS X.

• Good understanding of Microsoft Office 365 and Good knowledge of Active Directory and Group Policies.

• Ability to install, configure, upgrade, and troubleshoot hardware and software compatible with Windows and Macintosh operating systems.

• Ability to configure and troubleshoot basic networking hardware compatible with Ethernet networks, the TCP/IP protocol, and b/g/n wireless standards.

• Ability to install, configure, and troubleshoot HP printers.

• Ability to configure and troubleshoot mobile devices. (iPhone, iPad, etc.)

• General understanding of IT technologies like SSO, 2FA, VPN, RDP, VoIP, MDM, and Cloud Storage.

• Familiarity with FreshService, Box.com, Carbon Black, Bomgar, Intune, CrashPlan, Jamf, AD, PowerShell, PDQ Deploy and PDQ Inventory.

• Must have excellent customer service and strong written and verbal communication skills.

• Strong problem-solving skills.

• Ability to adapt to new goals and practices within a dynamic work environment.

• Must be detail oriented with good organizational skills and the ability to advance multiple projects simultaneously.

• Ability to collaborate as a team player with all levels of staff and external stakeholders.

• Proactively stays current in requisite skills within job scope and incorporates knowledge and other feedback into assigned work.

• Consistently demonstrates respect for inclusion, diversity, and ethics.

• Ability to work independently.

• Valid driver's license and must qualify to drive company vehicles.

• Must have received or be willing to receive the COVID-19 vaccination by date of hire to be considered. Proof of vaccination required.

PBS is an Equal Opportunity Employer in accordance with the EEOC and the Commonwealth of Virginia.

Jobcode: Reference SBJ-r0m728-3-141-27-244-42 in your application.