IT Technical Support II

Nexus Brands Group Inc•Brighton, MI

2d•Onsite

About The Position

The IT Support Technician II investigates and resolves software and hardware problems experienced by computer users as well as provides hardware and software installation, support and maintenance for company users and locations. The IT Support Technician II works collaboratively with other IT and company personnel to execute on tasks and projects to provide a high level of customer service while adhering to company IT standards.

Requirements

Experience working in an IT Service Desk, Help Desk, Desktop Support, or similar position within a fast-paced environment.
Proficiency with Windows, Mac, iPad and iPhone
Documentation skills (ability to enter clear and concise information into Helpdesk ticketing application)
Working knowledge of Microsoft Office applications
Knowledge of networking principles related to desktop and laptop computer hardware
Proven ability to function in a self-directed manner in a fast-paced, agile environment where critical thinking and strong problem-solving skills are essential for success
Innovative thinker who is positive, proactive, and readily embraces change
Must be a team player, organized and have good interpersonal skills
Highly self-motivated and detail orientated
Excellent written and oral communication skills
Exceptional customer service orientation
Ability to articulate technical information to non-technical users
Proficiency in English (required) and Spanish (desired)
Minimum three (3) years' experience in an IT support role, providing remote and in-person end-user support in a corporate environment.
Must have a valid driver’s license.

Nice To Haves

BS/BA/AA in Information Technology or related field desired.
CompTIA A+ certification desired

Responsibilities

Provide mentoring to others on the Helpdesk team.
Serve as the first point of contact for employees seeking technical assistance over the phone or in person including assisting using ConnectWise remote support tools.
Manage Active Directory, M365 and VOIP phone system for new/update/delete user provisioning.
Install and perform repairs to hardware, software and peripheral equipment following design of installation specifications.
Perform PC imaging using current imaging technology.
Provide accurate and timely logging of problem responses, status updates and resolution of problems in the company Help Desk tracking software.
Collaborate with Information Systems team members to identify and implement solutions that add efficiencies to the team’s current processes.
Develops and maintains process and procedure documentation for end users and Helpdesk personnel.
Collects information about a problem and leads user through diagnostic procedures to determine source of error.
Handles problem recognition, research, isolation, resolution and follow-up for routine problems.
Perform User Training.
Any other duties needed to help drive to our Vision, fulfill our Mission, and abide by our Company’s Values.