Information Technology - Help Desk Technician II

Continental Battery Systems•Dallas, TX

21h•Hybrid

About The Position

Continental Battery Systems is a rapidly growing North American PE-backed company looking to add a highly-skilled, energetic, and collaborative employee to our team. We are seeking a career-minded candidate looking for an exceptional opportunity for business contribution, professional development, and career progression. The right candidate will be energetic, customer-focused, and determined to add value within a fast-paced organization. A Help Desk Technician II is responsible for providing advanced technical support to end-users and managing the SAAS Based IT infrastructure. This role requires a strong understanding of IT systems, network infrastructure, and troubleshooting techniques. The technician will be responsible for resolving complex technical issues, implementing IT solutions, and ensuring system uptime and security. At Continental Battery Systems, we want to help you grow! We invest training and resources in our employees, because we know that our people are what make our company a unique and special place to work. Our focus on safety, wellness, and teamwork are the foundations of how we operate every day. Whether in the warehouse or in an office, our dedication to excellent customer service is what binds all of our team members across the country.

Requirements

AA Degree or equivalent
Minimum 2 years of exceptional work within systems administration including experience with system administration, network troubleshooting, and help desk support.
Advanced knowledge of Google Workspace Administration, NetSuite Security Administration, Google Workspace Suite (Sheets, Docs, Slides), and Server Operating Systems (Windows Server, Linux)
Advanced knowledge of RMM Experience including installing executables (Outlook, Excel) on windows devices
Advanced knowledge and EDR Experience
Advanced knowledge of network protocols (TCP/IP, DNS, DHCP)
Advanced knowledge of security best practices
General knowledge of all EHS procedures, methods, and techniques (language, safety tips, etc.)
General knowledge of business policies and practices, document flows, general office procedures, rules, methods, and techniques
General knowledge of Information Technology Infrastructure Library (ITIL) framework
General knowledge of Cloud Technologies (Google), Scripting Languages (PowerShell, Python), and Linux terminal commands
Advanced skill in practicing safe work habits
Strong problem solving and analytical skills
Excellent verbal and written communication skills
Strong skills in communicating and building positive rapport with customers through delivering quality customer service (producing satisfaction; delivering happiness)
General skill level in English composition and conversation (read, write, and speak English with good pronunciation, proper word use, structure, and grammar)
General skill level in math (basic functions (addition, subtraction, multiplication, division, percent, and fractions), mathematical reasoning, number sense, reading charts and graphs)
General skill level in use of business machines (phone, pc, copy, fax, and scanner)
General skill level in typing (accurate at 30 wpm)
General skill level in organization/orderliness and establishing priorities
General skill in defusing an agitated or confrontational person; handle grievances with professional etiquette
Basic skill in use of customer resource management (CRM) software
Advanced ability to follow defined process steps with high repeatability and ability to document processes and procedures
Advanced ability to work in a group/team or independently, when needed
General ability to interface with flexibility/adaptability to work effectively with a wide variety of people (identify and match approach to customer preference/personality type)
General ability to analyze situations, strategize actions, and solve problems quickly and effectively. General ability to troubleshoot complex technical situations
General ability to identify, support, develop, and execute appropriate intermediate and long-range improvement goals that support department and company objectives
General ability to maintain confidentiality
Basic ability to effectively train new hires on mastered job processes, techniques, and procedures
General ability to stay current with emerging technologies
Consistent demonstration of adherence to Company Values: Empowered and Engaged, Customer-Centric, Powerful Brands and Services, Always Moving Forward, One-Team, Environmental Health & Safety

Nice To Haves

BA preferred
Additional language preferred

Responsibilities

Provide advanced technical support to end-users, resolving complex issues related to hardware, software, and network connectivity.
Troubleshoot and resolve escalated help desk cases.
Provide remote and on-site technical support.
Manage and maintain Google Virtual Server infrastructure.
Install, configure, and upgrade server operating systems and applications.
Monitor server performance and proactively address issues.
Implement and maintain server security measures.
Manage and maintain network infrastructure, including routers, switches, and firewalls.
Troubleshoot network connectivity issues.
Implement and maintain network security measures.
Participate in IT projects, including system upgrades, migrations, and new implementations.
Lead in the planning, implementation, and testing of IT solutions.
Create and maintain accurate and up-to-date documentation for IT systems and processes.
Develop and maintain knowledge base articles.
Implement and maintain security policies and procedures.
Conduct regular security audits and vulnerability assessments.
Respond to security incidents and threats.