Systems Support Specialist II

Generac•Waukesha, WI

2d•Onsite

About The Position

The Systems Support Specialist II provides technical support for desktop computers, laptops, telephones, peripherals, applications, and related technology. The role handles complex or advanced support issues, consulting subject matter experts when needed. It answers user PC and software questions, serves as a liaison with the Information Technology Department, assists with software training, and troubleshoots hardware and software applications. Employees may work at remote sites without quick access to higher-tier support. This is an onsite position at the facility in Waukesha, Wisconsin. The specialist provides hands-on support in office and manufacturing environments and assists higher-level specialists with server hardware, operating systems, network infrastructure, and telephony. The position also supports business systems and manufacturing initiatives, system upgrades, end-user migrations, asset inventory, IT policy compliance, service request documentation, and technology standards and improvement efforts. Occasional travel to other facilities may be required.

Requirements

Associate degree in Computer Science or equivalent experience.
At least 2 years of experience troubleshooting PCs, printers, phone, and network issues.
Advanced knowledge of Microsoft technologies, including configuring and troubleshooting previous and current versions of Microsoft Windows, Office, Outlook, network printing, Active Directory services, Exchange, and O365.
Solid understanding of networking, wireless, and telecommunication fundamentals.
Solid understanding of assisting with Avaya or Cisco PBX MAC and end-user utilization support.
Knowledge of operating systems, including Windows Server and Linux OS, storage platforms, and hardware technologies.
Understanding of mobile technology and mobile device management (MDM) for smartphones and tablets, including troubleshooting.
Understanding of installation, configuration, and troubleshooting of audio/visual equipment, including video/teleconferencing equipment 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 operational service interruptions.
Ability to work later evening nights and weekends if required to support business needs or IT initiatives.
Ability to travel among other facilities if needed.

Nice To Haves

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

Responsibilities

Install, diagnose, repair, maintain, and upgrade laptops, desktops, phones, printers, barcode scanners, and peripherals in office and manufacturing environments.
Provide hands-on support to higher-level specialists for local server hardware, operating systems, network infrastructure, and telephony, including troubleshooting incidents with customers by phone or virtual communication.
Perform assigned tasks with minimal supervision, prioritize work through proper triage, document and close requests, and take corrective action or escalate incidents to reduce service downtime.
Document newly resolved issues, root cause analyses, and troubleshooting steps before closing or escalating service requests.
Assist with implementations of business systems and manufacturing initiatives, including configurations and end-user desktop support and assistance with adoption and usage.
Perform system upgrades and help end users migrate to new applications and convert personally developed data files.
Follow operational standards for reporting, monitoring, troubleshooting, and sourcing issues using provided tool sets.
Participate in the Tier 1 call and ticket queue as necessary.
Maintain software and hardware asset inventory using asset management tool sets.
Ensure configurations comply with IT policies and security parameters.
Consult IT personnel as needed to diagnose and resolve system or networking issues.
Assist with developing, implementing, and managing policies, processes, and standards across data, voice, and video service delivery platforms in a complex technical environment.
Establish and implement activities to improve technology compliance with internal policies and standards.
Interact with vendors as required to resolve incidents.
Provide support during operational service interruptions and support business needs or IT initiatives, including on-call, evening, and weekend coverage when required.
Travel among facilities if needed.