Requisition #: 20452Functional Area: Information TechnologyEmployment Type: Full-TimeWork Options: In Office at Location Specified Above #LI-OnsiteWork Hours: Standard business hours Position Summary The purpose of this position is to install, maintain, and support end-user hardware and software on computers and computer-related equipment. The associate will use multiple communication channels and tools to provide best-in-class service to all JJK India associates and contractors, both on-premise and remote. IT Service Specialist II will focus on tasks/issues of intermediate to high complexity, such as escalated issues from Tier I, automation of processes/recurring tasks, error log analysis, security audits/controls, equipment purchasing/inventory/disposal, and more. Incidences that are not resolvable are escalated to Tier III support. At this level, associates spend a portion of time on project work and are able to administer at least 50% of the supported systems. Job Responsibilities Provides front-line support to associates and contractors for all computer and software issues reported via phone, e-mail, Teams, IM, etc. Resolves issues based on internal service level standards. Escalates unresolved issues to the next level support team or appropriate support areas as necessary. Documents all support call issues within tracking software. Installs software patches/upgrades. Assists with testing patches before roll-out. Processes computer access requests for networks and applications based upon standard guidelines and authorization criteria. Prepares equipment for end users including imaging, application installation, initial testing. If working on-site, facilitates shipping of equipment to remote workers and installs/sets-up equipment for on-premise workers. Maintains accurate inventory records. Abides by all corporate data security policies and participates in security audits. Assists with application testing, routine application maintenance, and database updates. Additonal Responsibilities Provides Tier 2 support for escalated issues. Provides mentorship, assistance and training to other team members as needed. Creates and maintains support and training documentation, and knowledgebase articles. Analyzes and communicates support trends and makes recommendations. Develops and implements action plans to remedy problem areas. Participates in data security audits and assists with implementing/monitoring security controls. Performs administration on at least 50% of supported systems. Performs project work as assigned to investigate new/changing technologies or issues. Qualifications Experience: IT Service Specialist II: 4+ years’ experience in a Microsoft Windows user support role providing hardware and software support, Microsoft 365, Active Directory and Mac computer support. Demonstrated ability to support at least 50% of support systems. Education: Associate's Degree in computer science or a technology-related field. In lieu of Degree, may consider 2 additional years of directly related experience. A+ Certification desired. Computer Skills: Must be proficient in the use of a PC, Mac and MS Office Suite, including intermediate to advanced functions. Technical knowledge of PC and Mac operating systems, web-based programs and internet browsers. Basic knowledge of networking and relationship databases. Technical knowledge of software installations. Other Skills/Qualifications: Excellent customer service skills. Strong analytical and problem-solving skills. Good verbal and written communication skills. Ability to handle multiple tasks simultaneously. Good time-management and prioritization skills. Additional Requirements: Ability to perform project work, including leading projects either independently or in a team setting. Ability to mentor and train others. Physical Requirements Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. Requires moderate to frequent lifting and moving of IT equipment up to 40 lbs. We Protect People & The Businesses They Run™ Join a team that empowers North American companies to protect people and the businesses they run — through technology, service, and purpose. J. J. Keller India Compliance Products and Services Private Limited is a wholly owned subsidiary of J. J. Keller & Associates, Inc . , a leading provider of safety and regulatory compliance solutions in North America. Established in 2025, our India-based teams in Mysuru and remote locations support the development and delivery of technology and services that help North American companies create safer workplaces and meet complex regulatory requirements. How We Work Together J. J. Keller India is proud to be part of a global team. Our associates in India collaborate closely with colleagues in the U.S., contributing to the quality, scalability, and innovation of J. J. Keller’s offerings. Whether you’re developing new technology, supporting customers, or helping our teams operate smoothly, your work at J. J. Keller India makes a difference. Click HERE to learn more about the growth and impact of our parent company, J. J. Keller & Associates, Inc. Comprehensive Benefits: We believe rewarding work should go hand-in-hand with valued benefits. That’s why J. J. Keller India offers a comprehensive benefits package designed to support you both professionally and personally. Learn more at Why Join Us | J. J. Keller India . J. J. Keller & Associates, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
Job Title
IT Service Specialist