Field Support Spc II, BT Support

Sysco•Portland, OR

6d•Onsite

About The Position

The Field Support Specialist II assists Sysco Technology support teams with technical support for IT infrastructure at an operating company facility. Supported technology includes workstations, laptops, iPads, PDA devices, printers, network equipment, telephones, backup appliances, wireless access points, server equipment, storage devices, routers, switches, and other business technology. The role provides hands-on and remote troubleshooting and repair, acts as a local escalation contact for IT support issues, and serves as the local corporate IT representative for staff and management. It also supports training and knowledge transfer, contributes to policies and procedures, and participates in hardware roadmap planning and product testing. The position reports to the Team Leader, IT Local Support Specialist, and is classified as non-exempt. The position supports endpoint hardware and software, Order Entry applications, printers and peripherals, workstation operating-system deployments, mobile devices, telecommunications, wireless access points, and VPN connectivity. It coordinates warranty and third-party repairs, maintains hot-spare systems and local technology health, and provides after-hours and emergency support when needed. Travel may be required up to 25%.

Requirements

High school diploma.
At least five years of experience associated with end-user technology support and IT-related environments.
At least five years of customer service experience in computer technology.
Excellent written and verbal communication, organizational, and problem-solving skills.
Ability to interact effectively with different personalities and levels of management.
Self-motivated, resourceful, reliable, and trustworthy.
Proficiency troubleshooting desktop and laptop computers, mobile technology devices, Microsoft Windows, Microsoft Office, and other desktop software.
Experience supporting, installing, and configuring Order Entry applications.
Ability to use remote-support tools to troubleshoot remote computer devices.
Availability for after-hours support and weekend on-call support as needed.

Responsibilities

Prioritize support calls in the enterprise ticketing system, maintain tickets with frequent updates, and escalate aging tickets and trends as required.
Purchase approved equipment, repair parts, and supplies through Corporate IT Purchasing.
Ensure software and hardware standards are followed in accordance with Corporate guidance.
Contribute to the development of policies and procedures.
Ensure compliance with software licensing requirements.
Image workstations using standard images.
Maintain and follow current system security policy.
Keep discovery-tool client agents, antivirus, and patch-compliance updates current.
Provide secondary onsite support and knowledge transfer to the Desktop/Laptop support team and Support Specialist I associates.
Administer and support accounts for Order Entry applications.
Assist with desktop hardware relocations.
Support local printers, copiers, and fax machines, including network connectivity, preliminary troubleshooting, toner replacement, and coordination of third-party onsite support.
Assist with special projects, product evaluations, and hardware roadmap planning sessions.
Maintain reliable hot-spare laptop and desktop systems.
Train and assist end users in using the enterprise ticketing system.
Dispose of old computer equipment through approved recycling vendors.
Provide onsite hands-on support for devices supported by Infrastructure support teams.
Provide telephone and mobile-phone support, including voicemail and account administration and equipment deployment or replacement.
Assist with wireless access point, VPN, and company-issued mobile telephone support.
Provide after-hours and round-the-clock support for emergency trouble calls when needed.
Train local staff on entering, prioritizing, and assigning service requests and using the support model.
Keep local management informed about technology trends and the health and alignment of local technology, including refresh cycles, hot-spare inventory, antivirus and patch compliance, enterprise upgrades, and data backups.
Coordinate enterprise workstation operating-system deployment and validate resolution of warranty and third-party onsite repairs.
Provide secondary support as needed to Communications and System Support technicians.
Perform additional duties as required by the manager.