Systems Support Specialist II

Generac Power Systems•Waukesha, WI

4d•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, and may work at remote sites without immediate access to higher-tier support. The specialist answers PC and software questions, acts as a liaison with the Information Technology Department, assists with software training, and troubleshoots hardware and software applications. This is an onsite position at the company’s facility in Waukesha, Wisconsin. The role supports office and manufacturing environments and may require on-call support, later evenings, weekends, and travel among facilities as business needs require.

Requirements

Associate degree in Computer Science or equivalent experience.
Two years of experience troubleshooting PCs, printers, phones, and network issues.
Advanced knowledge of Microsoft technologies, including configuring and troubleshooting 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 supporting Avaya or Cisco PBX MAC activities and end-user utilization.
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 installing, configuring, and troubleshooting 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 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.
Regularly talk and hear, use hands to manipulate objects or controls, stand, and walk; occasionally stoop, bend, reach above the shoulders, and lift up to 25 pounds.
Ability to perform frequent and continuous computer-based work, including periods of sitting, close vision, and adjusting focus.

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.
Triage, prioritize, document, and close assigned tasks with minimal supervision; take corrective action or escalate incidents to reduce service downtime.
Document newly resolved issues, root-cause analyses, and troubleshooting steps taken before closing or escalating service requests.
Assist with implementing business systems and manufacturing initiatives, including configurations, end-user desktop support, and user adoption and assistance.
Perform system upgrades and assist users 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 inventory using asset management toolsets.
Ensure configurations comply with IT policies and security parameters.
Consult IT personnel to diagnose and resolve system or networking issues.
Assist in developing, implementing, and managing policies, processes, and standards across data, voice, and video service delivery platforms.
Establish and implement activities to improve technology compliance with internal policies and standards.
Interact with vendors as needed to resolve incidents.
Provide on-call support and support during service interruptions; work later evenings or weekends when required for business needs or IT initiatives.
Travel among other facilities if needed.