Systems Support Specialist II

Generac•Belvidere, IL

3d•Onsite

About The Position

The Systems Support Specialist II is responsible for providing technical support of desktop computers, laptops, telephones, peripherals, applications, and related technology. This position is expected to handle more complex or advanced technical support with assistance of System Matter Experts when required. Answers user PC and software questions, serves as liaison with the Information Technology Department, assists with software training, and troubleshooting hardware and software applications. Employee may be at remote site without quick access to higher tier of support. This position is on site at our facility in Belvidere, Illinois.

Requirements

Associate degree in Computer Science or equivalent experience
2 years of experience troubleshooting PC’s, printers, phone and network issues
Advanced knowledge of Microsoft technologies relating to the configuration and troubleshooting of previous and current versions of Microsoft Windows, Office, Outlook, network printing, active directory services, Exchange, O365
Solid understanding of networking, wireless and telecommunication fundamentals
Solid understanding of assisting within Avaya or Cisco PBX in performing MAC and end user utilization support
Knowledge of operating systems (Windows Server and Linux OS), storage platforms and hardware technologies
Understanding/troubleshooting of Mobile technology and MDM as it relates to Smart Phones and Tablets
Understanding of installation/configuration and troubleshooting of audio/visual equipment to include video/teleconferencing and projectors
Strong problem solving skills
Solid verbal and written communication skills and willingness to actively contribute in a team environment
Ability to be on-call and deliver support during operations service interruptions
Ability to work later evening nights and weekend if required supporting business needs or IT initiatives
Ability to travel among other facilities if needed

Nice To Haves

Bachelor’s degree in Computer Science
Additional certification: MCSE (Microsoft Certified Systems Engineer), MCTS (Microsoft Certified Technology Specialist), CNA (Cisco Certified Network Administrator), Avaya telephony certification or ITIL certification

Responsibilities

Provide hands on support by installing, diagnosing, repairing, maintaining and upgrading laptops, desktops, phone, printers, bar code scanners and peripherals within an office and manufacturing environment.
Support higher level support specialists with local server hardware, operating systems, network infrastructure and telephony by delivering hands on support thru troubleshooting incidents with customers via phone or virtual communication.
Perform assigned tasks with minimum supervision and manages efforts based on proper triage prioritization, documentation and closure; takes corrective action and/or escalates incidences to reduce service down time.
Create documentation on new issues resolved, root cause analysis as well as troubleshooting steps attempted prior to closing or escalation of service requests.
Assist in the implementation(s) of business systems and manufacturing initiatives delivering configurations and end user desktop support with adaptation and assistances of usage.
Perform system upgrades; assist end users with migrating to new applications and converting personally developed data files.
Follow operational standards for reporting, monitoring, troubleshooting and sourcing issues with provided tool sets.
Participate in Tier 1 call/ticket queue as necessary
Maintain asset inventory of software and hardware through the asset management tool sets
Ensures all configurations comply with IT policies and security parameters.
Consult with IT personnel as necessary to diagnose and resolve system or networking issues.
Assist with development, implementation, and management of policies, processes and standards within the complex technical environment across data, voice and video service delivery platforms.
Establish and implement activities to improve technology compliance with internal policies and standards.
Interact with vendors for incident resolution as required.