Systems Support Specialist II - Trenton, SC

Generac•Trenton, SC

7d•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 technical support, consulting subject-matter experts when needed. It answers user computer and software questions, serves as a liaison with the Information Technology Department, assists with software training, and troubleshoots hardware and software. The employee may work at a remote site without quick access to higher-tier support. This position is onsite at the facility in Trenton, South Carolina, and supports both office and manufacturing environments. The specialist provides hands-on support for end-user equipment and assists higher-level specialists with servers, operating systems, network infrastructure, and telephony. The role also supports business systems and manufacturing initiatives, performs upgrades and application migrations, maintains asset inventory, documents troubleshooting and root causes, and helps ensure configurations comply with IT policies and security requirements. The position may require on-call support, evening or weekend work, and travel among facilities.

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 telecommunications fundamentals.
Solid understanding of assisting with Avaya or Cisco PBX, including MAC and end-user utilization support.
Knowledge of Windows Server and Linux operating systems, storage platforms, and hardware technologies.
Understanding of mobile technology and MDM as they relate to smartphones and tablets, including troubleshooting.
Understanding of installation, configuration, and troubleshooting of audiovisual equipment, including video/teleconferencing equipment and projectors.
Strong problem-solving skills.
Solid verbal and written communication skills and willingness to contribute actively in a team environment.
Ability to be on call and provide support during operations service interruptions.
Ability to work later evening nights and weekends if required to support business needs or IT initiatives.
Ability to travel among 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 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 attempted before closing or escalating service requests.
Assist with implementing 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 needed.
Maintain software and hardware asset inventory using asset management tool sets.
Ensure configurations comply with IT policies and security parameters.
Consult with 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 for incident resolution as required.
Provide support during operations service interruptions and support IT initiatives, including being on call and working later evenings or weekends when required.
Travel among other facilities if needed.