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IT Dept - Service Support Specialist II

Job

Phillips & Cohen Associates, Ltd.

Wilmington, DE (In Person)

$52,000 Salary, Full-Time

Posted 2 days ago (Updated 11 hours ago) • Actively hiring

Expires 7/19/2026

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Job Description

IT Dept - Service Support Specialist II Req #150 Wilmington, DE, USA Apply Share Job Description Posted Wednesday, June 17, 2026 at 12:00 AM Role Summary The Service Support Specialist II is a mid-level professional responsible for advanced incident resolution, actively participating in problem management, and leading continuous improvement efforts within the Service Desk operation.
Key Responsibilities Service Desk:
Lead incident coordination for major or widespread service disruptions. Act as the primary liaison between end-users and specialized IT teams (Networking, Server, Platform).
Incident Resolution:
Own and resolve Tier 3 incidents that require specialized knowledge in areas such as virtualization client issues (e.g., Citrix), cloud platform access, or deep operating system analysis.
Computer Break/Fix:
Serve as the SME for hardware lifecycle management , defining and validating standard PC/laptop images, managing vendor relations for repairs, and ensuring asset disposal compliance.
Monitoring & First Line of Support:
Manage and tune proactive monitoring alerts for major IT solutions. Lead the initial triage and communication during high-severity incidents, ensuring timely stakeholder updates.
Continuous Improvement:
Lead Problem Management efforts for recurring issues, performing root cause analysis (RCA), recommending permanent fixes, and driving implementation of corrective actions across technical teams.
Knowledge, Skills, and Abilities Knowledge:
Expertise in multiple areas of IT (e.g., basic networking, server infrastructure, cloud productivity platforms). Strong understanding of IT Service Management (ITSM) processes.
Skills:
Exceptional incident management and communication skills. Proficient in scripting (e.g., PowerShell) for automating desktop support tasks and diagnostics.
Training/Certifications:
CompTIA A+ confirmed training or certification, or
Microsoft Certified:
Modern Desktop Administrator Associate or equivalent is highly desired. Job Details Pay Type Hourly Hiring Max Rate 25 USD Scan this QR code and apply! Download Wilmington, DE, USA