Allstates WorldCargo Tier II IT Specialist Orlando, FL · Full time

The Tier II IT Specialist is responsible for assisting internal clients by resolving complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I support desk. The Tier II IT Specialist will document systems and processes for use by Tier 1 help desk and troubleshoot issues escalated to Tier II support. Will maintain system capabilities for existing equipment and programs as well as test and evaluate new systems and software as needed. Will need to clearly communicate with managers and co-workers to ensure the understanding of the proper use of all hardware and software used by the company and any troubleshooting that may be needed. Must track company assets and set up new users with computer equipment and access to all applications, devices, and phone systems. In the event of an emergency, all employees are considered essential personnel and may be required to perform other duties as assigned.

Description

PRINCIPAL DUTIES AND RESPONSIBILITIES:

 

Responsibilities and essential job functions include, but are not limited to, the following:

 

  • Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I support desk
  • Maintain system capabilities by testing existing equipment and programs
  • Administer and monitor security awareness training curriculum for the company
  • Administer company antivirus, EDR, and related cyber-security software
  • Test and evaluate new systems and software as needed
  • Train users on proper use of hardware and all software used by the company
  • Document systems and processes for use by Tier I help desk
  • Clearly communicate with managers and co-workers to ensure the understanding of the proper use of technology and any troubleshooting that may be needed
  • Troubleshoot issues escalated to Tier II support
  • Set up new computer equipment, onboard new users, and track company assets
  • Set up and maintain hardware in the Corporate office including computers, networking equipment, audio-visual equipment, and other office machines
  • Set up access to all applications, devices, and phone system for new users.

 

JOB REQUIREMENTS

 

  • Ability to work well with users and provide excellent support in difficult situations
  • Ability to solve and document solutions for new and existing business challenges
  • Fundamental knowledge of IT security protocols
  • Ability to work both independently and with a team of IT or business personnel
  • Ability to work in a dynamic environment that requires the incumbent to be sensitive to change and responsive to changing goals, priorities, and needs
  • Ability to manage multiple projects simultaneously
  • Microsoft Office 365 experience with strong knowledge of Outlook, Excel, and Word.
  • Clear focus on results
  •  Ability to travel as needed
  • Full Time In Office Position
  • Any other duties as assigned

 

 

EXPERIENCE & EDUCATION:

 

  • Strong communication skills, both oral and written
  • Knowledge of cyber defense, intrusion detection/response, anti-virus and related technologies
  • Knowledge of the Transportation and Logistics industry preferred
  • Fundamental knowledge of IT security protocols
  • Excellent user support in difficult situations
  • Work both independently and with a team of IT or business personnel
  • Systems and processes documentation
  • Staff training on the proper use of IT applications, systems, and devices
  • Computer Applications: Microsoft Office 365 experience with strong knowledge of Outlook, Excel, and Word.
  • Travel: 25% to 30%
  • Education: 4-year degree (e.g., IT or Computer Science related field)
  • Residence: Orlando, FL 


Company Benefits


  • Medical & Vision Insurance
  • Dental Insurance
  • Basic Life and AD&D Insurance
  • Company-paid Long-Term Disability
  • Company-paid Short-Term Disability
  • Paid Vacation & Holiday Pay
  • 401(k) Plan
  • EOE/ AA M/F/Vet/Disability are encouraged to apply.