IT Solutions Specialist II

102066

1790 Kirby Parkway, Memphis, Tennessee 38138

TruGreen accepts applications on an ongoing basis.

Job Description

TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!"

Position Overview

Maintain and monitor end-user workstations and productivity on network. Perform a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and network performance meet company and user requirements. Provide support to staff on all company-supported applications. Troubleshoot computer problems, determine source and advise on appropriate action. Perform responsibilities in accordance with all company standards, policies and procedures. A proven self-starter with a strong customer service focus.

Responsibilities

• Respond to inquiries via chat, email, or phone.
• Install and configure device software using System Center Configuration Manager
• Install and configure hardware (IE: Network, Mobile, PC, and Server hardware)
• Troubleshoot, resolve, or escalate issues within the expected Service Levels
• Troubleshoot, resolve, or escalate wireless network/internet connectivity issues
• Troubleshoot, resolve, or escalate application issues within the expected Service Levels
• Provide instruction to aid associates in resolving their technical issues
• Provide additional IT support to Executive leaders
• Writing, editing, and revising knowledgebase article
• Support the implementation of new solutions or applications
• Perform regular upgrades to ensure systems remain updated
• Engage 3rd party partners to escalate issues or provide work assignments
• Maintains confidentiality about the information being processed, stored or accessed by the end-users on the network.
• Configuring network printers and file shares
• Establish accounts for new associates and assist with password or login problems
• Recommended procedure modifications or improvements

• Customer Focus/Sales Growth
• Results Orientation/Sense of Urgency
• Change Mastery
• Integrity/Values
• Problem Solving and Decision Making

• A high school diploma or equivalent work experience
• 3+ years of practical experience in a technical support role
• Relevant certifications (e.g. CompTIA A+, Cisco Certified Network Administrator, CCNA, Microsoft Certified Solutions Associate, MCSA) are preferred
• Working knowledge and expertise with a variety of software, hardware, and applications
• Experience with LAN/WAN networks and basic network protocols, i.e., TCP/IP, DNS, DHCP, etc
• Analytical skills to study problems, document, and identify solutions
• Willingness to work occasional after-hours/weekend shifts
• Team-oriented attitude to help other associates and departments with technical problems
• Strong interpersonal communication and relationship-building skills

• Ability to provide quality customer service
• Knowledge and ability to cope with and resolve escalated customer service issues
• Conflict resolution skills
• Knowledge of company products and services
• Attention to detail and accuracy
• Strong Written and verbal communication skills
• Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
• Time management skills

• Sit, stand and walk
• Use hands and arms to handle, feel or reach
• Speak and hear
• Use close vision abilities

• Sit, stand and walk
• Use hands and arms to handle, feel or reach
• Speak and hear
• Use close vision abilities

• Lift or move up to 25 lbs
• Stoop, kneel, crouch or crawl

• Noise level - Low to moderate
• Adverse Conditions - Minimal