IT Technical Support Specialist II

at Kansas City National Security Campus in Overland Park, Kansas, United States

Job Description

• Handle escalated tickets from Tier 1.
• Performs customer support, training, and troubleshooting activities for various IT services.
• Interacts with customers, troubleshoots, and resolves problems related to hardware, software and/or process to the customers' satisfaction via phone, chat, email or in-person.
• Escalates issues that require more detailed analysis to more experienced personnel.
• Receives and records customer inquiries regarding IT-related problems and/or services. Notifies customers when problems have been resolved and logs closure entries.
• Assists in evaluating and making recommendations regarding hardware, software, processes, and services that will improve overall IT support for customers.
• Performs Asset Management activities that identify and labelling new IT assets, request to purchase new IT assets, and documentation associated with IT Asset Management tools or systems.
• May perform periodic audits with both internal and external auditors.
• Completes customer support tasks and assignments given by more senior personnel.  Coordinates assistance from others for highly complex technical support areas.
• Assists in training activities required for various capabilities in support of business and customer needs.

• High School diploma
• 2 or more years of related information technology experience
• Ability to travel up to 5% of the time
• United States Citizenship
• Ability to work on-site as directed by management and as determined by the needs of the business
• Regular and reliable attendance is an essential function of this job
• Ability to obtain and maintain a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations)

• Associates degree in computer-related field or equivalent IT work experience.
• Demonstrated experience using ServiceNow’s ticketing system in a medium to large size company.
• General knowledge of desktop computer systems.
• Intermediate skills for identifying and resolving technical problems.
• Skill in using operating system software, companion software and utilities.
• Effective communication skills, interpersonal and customer-service skills.
• Some positions within this classification may require unique computer skills.

This job description is not all-inclusive; additional duties may be assigned. Employees must maintain regular, reliable attendance, and be able to work on-site and travel as needed.

What We Offer

We are focused on attracting, hiring and retaining talented people who power our mission. Our robust total rewards package recognizes performance, fuels development and supports flexibility. Key features include: 

• Medical, dental and vision insurance
• Health Savings Account (HSA)
• Industry leading 401(k) match
• Generous paid time off
• Flexible work schedule
• Tuition Reimbursement
• Professional Certification & License Programs
• Mission driven culture

Honeywell Aerospace is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status and any other protected class under state or federal law.