IT Technical Support II

Peter Millar•Research Triangle Park, NC

About The Position

The IT Support Technician II will perform various duties supporting Peter Millar’s user base, provide tier-two support for basic network infrastructure, and act as an escalation point for other IT Support Technicians. This position is responsible for tier 1 & 2 support and coordinating all advanced issues directly with the IT team and vendors when applicable. The IT Support Technician II will work with the business to coordinate interoperability, customization, and upgrade planning for all application systems. This position will also develop training materials, guidelines, and other documentation working with IT and process owners within the business. Additionally, the IT Support Technician II will assist in training new IT staff to perform help desk and desk-side support functions.

Requirements

Strong background with Intune or Kandji (Iru). This includes the implementation and support for all aspect of the platform
Ability to adapt to highly entrepreneurial environment and respond to changes quickly
Strong problem-solving and critical thinking skills with focus on driving positive results to the bottom line
Detail oriented, strong organizational and time management skills
Self-motivated
Strong customer service skills
Able to maintain and build effective relationships with cross-functional teams
An understanding of DNS, DHCP, and VPN concepts
Strong analytical and communication skills
Demonstrated project planning skills
Ability to document IT processes
Minimum of 2-years implementing and supporting Intune or Kandji
At least 2-3 years of experience in both applications and networking
At least 2-3 years supporting Windows and Mac computers
Experience with office operations, general Windows OS, and Microsoft Office products required
Experience troubleshooting computer and printer hardware issues

Nice To Haves

Bachelors Degree in Computer Science or Information Systems strongly preferred
Experience working with applications that have a database backend preferred

Responsibilities

Provide technical support for Windows and Mac computers - H/W & S/W
Support of remote staff to include VPN troubleshooting
Build new Windows and Mac computers for onboarding and upgrades
Responsible for the End User Asset Management process
Troubleshoot Windows and Mac OS and application issues
Migrate computer settings and data to new machines for upgrades
Source adapters/peripherals as needed
Perform OS and software updates as needed
Perform antivirus scans/updates and patching
Work with business stakeholders to develop and maintain an asset equipment replacement program
Prepares and maintains appropriate written documentation for systems, infrastructure, maintenance logs, and procedures
Support office phone systems and company-provided cell phones
On-call availability
Understanding of basic networking principles
Train new help desk staff
Manage the onboarding and offboarding processes
Provide tier one & two application support for primary systems with timely resolution
Coordinate advanced troubleshooting with application service providers
Ensure interoperability between and within systems
Champion new application/upgrade projects
Develop and utilize application monitoring tools
Coordinate with process owners to develop and maintain application training documentation