IT Support Technician II

T.M. Cobb/Haley Bros. Inc.•Buena Park, CA

1d•Onsite

About The Position

T.M. Cobb / Haley Brothers, Inc. is a manufacturing and distribution company that operates five manufacturing plants, four distribution warehouses, and five sales offices. The company's enduring vision, established by its founder, is to provide lumber and building material dealers with a diverse selection of quality products, expert knowledge, responsive service, and fair prices. A testament to the company's commitment to excellence is that over half of its employees have been with them for 20+ years. As an IT Support Technician II, you will be responsible for delivering information technology support services to the employees and business operations of T.M. Cobb and Haley Brothers. This role involves close collaboration with the IT team to ensure continuous company-wide operations through the installation, configuration, setup, and troubleshooting of hardware, software, virtual, and cloud-based systems and services. You will also manage the inventory of users, devices, and systems across the company's eight physical locations, as well as its hybrid/cloud service systems and tools. Key aspects of the role include providing input for daily product or service order requirements to enhance user and company operations, and actively participating as a technical resource in IT Special Projects such as product rollouts, migrations, maintenance, upgrades, and system updates. The position demands strong problem-solving skills to evaluate issues and determine optimal resolutions based on IT department guidelines and industry best practices. Excellent communication skills are crucial for interacting effectively with clients, supervisors, managers, and senior leadership, ensuring clear understanding of problems and necessary actions for resolution. Furthermore, the role requires strong customer service skills, including patience under pressure, and the ability to help clients comprehend issues, the resolution process, and estimated completion times.

Requirements

Associate degree, bachelor’s degree or specific expertise certifications in current technologies with a focus on computer information systems, information technology, computer science or engineering or 2+ years in a technical support role.
Excellent customer support and relationship building skills.
Excellent problem solving and analytical skills.
Strong load balancing and organizational skills.
Basic networking systems understanding (routers, switches, firewalls, DHCP, DNS, TCP/IP).
Basic cloud concepts understanding (IaaS, SaaS, PaaS, DBaaS, BaaS).
Strong Windows 10 or higher Operating System experience.
Basic Windows Server Operating System experience.
MS Azure experience.
MS 365 experience.
Excellent computer hardware and software installation and troubleshooting experience.
Familiarity with Virtualization technology (VMware vCenter, Hyper-V, KVM or other).
Basic understanding database systems (MS SQL).

Nice To Haves

2 years of experience with Windows Operating System and MS Azure Cloud (Hybrid).
3 years of IT Support experience.
Organized and able to prioritize work.
Sound written and verbal communication skills necessary to effectively interface with all levels of leadership.
Experienced working with different operating systems (Windows, Linux, MacOS), hardware (physical and virtual) and network systems.
Desired experience with Windows Systems Administration, Active Directory, DHCP & DNS.
Certification in Microsoft, Linux, Cisco, VMware, Dell, etc.
Experience in technical support, desktop support, or a similar role.

Responsibilities

Provide information technology support services to the TM Cobb and Haley bros company employees, and business operations.
Collaborate with IT team personnel to maintain company-wide operations through installation, configuration, setup, and troubleshooting hardware, software, virtual and cloud-based systems and services.
Maintain users, devices and systems inventory for the companies eight (BP, RS, SB, SC, SK, RJ, RV, CC) physical locations, as well as the hybrid/cloud service systems and tools.
Provide team leader or manager input for day-to-day product or service order requirements to better support the users and company operations.
Participate as a technical resource in IT Special Projects (product rollouts, migrations, maintenance, upgrades, systems updates).
Evaluate a problem and determine the best course of resolution based on IT department defined, and industry best practices, policies, or procedures.
Utilize knowledge, skills, and environment expertise to guide resolution.
Identify potential repeat or redundant reoccurring issues.
Communicate at all levels from client, supervisors, managers, or senior leadership to help everyone understand the problem and activity necessary to provide resolution.
Utilize verbal and written communication skills to effectively follow up, resolve and close support issues.
Collaborate with client, or departments, as well as more senior IT team members to bring resolution to end-user, or business systems issues.
Identify and stay focused on the core objective while wading through information gathered during the problem-solving process with clients and business.
Work closely with others, patiently while often under pressure for rapid resolutions.
Help clients better understand the issue, as well as the systematic process to resolve and the estimated time to completion.
Install, setup and configure hybrid cloud software, hardware, networks, and peripheral equipment and services.
Troubleshoot and resolve end-user and company business operations issues quickly and effectively.
Ensure company security measures, policies and procedures are adhered to.
Maintain technical support procedures (run books) and reports.
Analyze logs to determine trends or potential issues.
Support the implementation of new solutions, services, or IT projects.
Create accounts for new users and assist with instructions for initial system setup and maintenance of passphrase and security best practices.
Test and evaluate technology.
Provide insight into IT technical requirements.
Repair and/or replace equipment (physical and virtual) as necessary.