Systems Support Specialist II - Trenton, SC

Generac Power Systems•Trenton, SC

8d•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 users’ PC and software questions, 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 position is on site at the facility in Trenton, South Carolina. The role supports office and manufacturing environments and may require on-call coverage, evening or weekend work, and travel among facilities as business needs require.

Requirements

Associate degree in Computer Science or equivalent experience.
Two years of experience troubleshooting PC, printer, phone, 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 support for Avaya or Cisco PBX, including MAC and end-user utilization support.
Knowledge of operating systems, including Windows Server and Linux, 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 and 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 operational service interruptions.
Ability to work later evenings, nights, and weekends when 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 triage, 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 taken before closing or escalating service requests.
Assist with implementation of business systems and manufacturing initiatives by providing configurations and end-user desktop support, and helping users adapt to and use systems.
Perform system upgrades and assist end users in migrating to new applications and converting 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 inventories using asset management tool sets.
Ensure configurations comply with IT policies and security parameters.
Consult IT personnel as necessary to diagnose and resolve system or networking issues.
Assist with the development, implementation, and management of 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.