Systems Support Specialist II - Berlin, WI

Generac•Berlin, 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 more complex or advanced support issues, working with subject-matter experts when needed. It answers user questions about PCs and software, serves as a liaison with the Information Technology Department, assists with software training, and troubleshoots hardware and software applications. The employee may work at a remote site without quick access to higher-tier support. This is an onsite position at the facility in Berlin, Wisconsin. The specialist provides hands-on support in office and manufacturing environments, assists higher-level support specialists with infrastructure and telephony, and manages support work through appropriate prioritization, documentation, resolution, or escalation. The position also supports business systems and manufacturing initiatives, system upgrades, end-user migrations, IT standards and compliance, asset tracking, and vendor incident resolution.

Requirements

Associate degree in Computer Science or equivalent experience.
At least 2 years of experience troubleshooting PCs, printers, phones, and network issues.
Advanced knowledge of Microsoft technologies, including configuration and troubleshooting of current and previous versions of 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 Windows Server and Linux operating systems, storage platforms, and hardware technologies.
Understanding of mobile technology and mobile device management as they relate to smartphones and tablets.
Understanding of installation, configuration, and troubleshooting of audio/visual equipment, including video/teleconferencing systems and projectors.
Strong problem-solving skills.
Solid verbal and written communication skills and willingness to contribute actively in a team environment.
Ability to work later evening nights and weekends if required to support business needs or IT initiatives.
Ability to travel among facilities if needed.
Ability to meet the physical demands of the position, including occasional lifting of up to 25 pounds and frequent computer-based work.

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 appropriately, document and close incidents, and take corrective action or escalate issues to reduce service downtime.
Document newly resolved issues, root-cause analyses, and troubleshooting steps before closing or escalating service requests.
Assist with implementing business systems and manufacturing initiatives, including configurations, end-user desktop support, and user adoption and usage assistance.
Perform system upgrades and assist end users with migrating to new applications and converting personally developed data files.
Follow operational standards for reporting, monitoring, troubleshooting, and sourcing issues using provided toolsets.
Participate in the Tier 1 call and ticket queue as necessary.
Maintain software and hardware asset inventories using asset management toolsets.
Ensure configurations comply with IT policies and security parameters.
Consult with IT personnel to diagnose and resolve system or networking issues.
Assist with developing, implementing, and managing policies, processes, and standards for 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 operations service interruptions when on call.
Travel among other facilities if needed.