IT Support Technician II

Sierra Nevada Corporation•Sparks, NV

3d•Hybrid

About The Position

The IT Support Technician II provides advanced technical support for desktop/laptop computers and network equipment. This role includes troubleshooting complex issues, installing software, and maintaining IT infrastructure. As SNC's corporate team, we provide the company and its business areas with strategic direction and business support spanning executive management, finance and accounting, operations, human resources, legal, IT, information security, facilities, marketing, and communications.

Requirements

Associate’s degree in a related field of study.
1+ years of relevant experience.
Relevant experience can be considered as a substitute for the required educational qualifications.
In the absence of a degree, a minimum of 3 years of related experience is required.
Higher level relevant degree may substitute for experience.
Experience in utilizing AI tools to enhance troubleshooting and ticket resolution processes, ensuring timely and effective problem-solving.
Understanding of AI operations and proven ability to assist users effectively in utilizing and navigating AI systems, including answering front-line questions on how to best utilize AI tools.
Intermediate understanding of computer hardware, software, and network troubleshooting.
Strong communication and problem-solving skills.
Customer/solution ownership, an overall drive for excellence.
Team focused with the capacity for knowledge sharing.
Written and verbal communication skills with end users.
Demonstrate a customer care philosophy that ensures a high level of customer satisfaction.
Basic knowledge of current IT technical standards as related to computers, printers, network technology, drivers, software troubleshooting, VPN technologies, RSA, Video Teleconference (VTC), and other related peripherals.
Comprehensive troubleshooting skills of industry standard hardware and software products/services.

Nice To Haves

Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP).
Experience in a corporate IT environment.
A+ Certification.
Technical documentation skills.
Knowledge of Service Now and functionality.

Responsibilities

Diagnose and resolve technical issues related to hardware and software.
Configure and deploy hardware and software systems.
Provide support for network issues, including connectivity problems.
Contribute and update technical documentation and standard operating procedures.
Assist in training end-users on the proper use of IT systems and applications.
Respond to helpdesk tickets and resolve basic compute issues in a timely manner.
Conference room support and maintenance.
Maintain and update IT inventory and asset management records.