The Technical Support Specialist II plays a key role in supporting CoreSite's corporate operations by delivering reliable IT support to end users at the company's headquarters. This position ensures smooth day-to-day technology operations, provides excellent customer service, and contributes to broader IT initiatives including compliance, security, and system improvements.
What You'll Do
- Provide Tier 1 and 2 IT support for end users
- Deliver local and remote support for computer, printer, phone systems, and basic enterprise IT end user needs
- Work as part of the IT team to provide day-to-day support, request fulfillment, incident response, documentation, and follow-up
- Focus on team and customer service while working well in a group
- Work in a fast-paced and dynamic environment
- Create, modify, and terminate users including updating Active Directory, distribution lists, and user groups
- Respond to inquiries and requests for assistance with computer systems, phone systems, and applications
- Assist internal customers experiencing operational, hardware, application, or network connectivity problems
- Answer, evaluate, and prioritize incoming phone, ticket, and email requests for technical assistance
- Escalate complex problems to the next level of technical staff
- Log and track support using ticketing systems
- Maintain history records, documentation, and follow-up
- Use excellent verbal and written communication skills to explain complex systems to non-technical users
- Coordinate with other IT areas to resolve problems
- Provide assistance to other IT teams when required
- Set up new computer and phone equipment for users
- 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 team members on tools and processes as needed
- Assist compliance, information security, systems, and network teams on tasks, changes, projects, or other duties as assigned by the Manager – Technical Support
What We're Looking For
- Ability to provide Tier 1 and 2 IT support
- Experience with local and remote support for computer, printer, and phone systems
- Proficiency in handling enterprise IT end user needs
- Strong team and customer service orientation
- Ability to work well in a group and fast-paced environment
- Experience with user creation, modification, and termination in Active Directory
- Ability to update distribution lists and user groups
- Experience responding to technical inquiries across computer, phone, and application systems
- Ability to troubleshoot operational, hardware, application, and network connectivity issues
- Skill in evaluating, prioritizing, and escalating technical support requests
- Experience logging and tracking support via ticketing systems
- Strong documentation and follow-up skills
- Excellent verbal and written communication skills
- Ability to explain technical concepts to non-technical users
- Experience coordinating with other IT teams
- Ability to set up computer and phone equipment
- Experience providing new hire training
- Ability to create and maintain system documentation and training materials
- Experience implementing new hardware and software technologies
- Ability to enhance documentation and automate business processes
- Willingness to assist and train other team members
- Ability to support compliance, information security, systems, and network teams as assigned
Technical Stack
- Active Directory
- ticketing systems
- computer systems
- printer systems
- phone systems
- enterprise IT systems
- network connectivity tools
- documentation tools
- automation tools
Team & Environment
- Part of the Corporate Operations Information Technology team
- Reports to Manager – Technical Support
CoreSite's culture is built on values including Committed to Excellence, Build Connections, Own It, Do the Right Thing, Have Fun, and Win as a Team.
Benefits & Compensation
- Salary: Not specified
- Equity: Not specified
- Other compensation: Not specified
Work Mode
- Onsite at corporate headquarters (location not specified)
EEO: Not specified
