IT Service Specialist II

J. J. Keller & Associates•Neenah, WI

1d•Onsite

About The Position

As an IT Specialist II , you will be part of a collaborative six-member team responsible for installing, maintaining, and supporting end-user hardware and software across approximately 2,000 devices for both remote and onsite associates. You will leverage multiple communication channels and tools to deliver best-in-class technical support to JJKA associates and contractors, ensuring seamless operations for on-premise and remote environments. In this role, you will handle tasks and issues of intermediate to high complexity, including: Resolving escalated incidents from Tier I support Automating recurring processes and tasks Performing error log analysis and security audits Managing equipment purchasing, inventory, and disposal Contributing to system administration for at least 50% of supported platforms This position is based onsite at our corporate campus in Neenah, WI. Standard work hours are Monday through Friday, between 7:30 AM to 4:30 PM.

Requirements

2+ 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.
Associate's Degree in computer science or a technology-related field. In lieu of Degree, may consider 2 additional years of directly related experience.
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.
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.
Ability to perform project work, including leading projects either independently or in a team setting.
Ability to mentor and train others.

Nice To Haves

A+ Certification desired.

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.
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.