Systems Support Specialist II - Jefferson, WI

Generac•Jefferson, 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 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 immediate access to higher-tier support. This is an onsite position at the company’s facility in Jefferson, Wisconsin. The position provides hands-on support in office and manufacturing environments, including installing, diagnosing, repairing, maintaining, and upgrading end-user devices and peripherals. It also supports higher-level specialists with local server hardware, operating systems, network infrastructure, and telephony; assists with business systems and manufacturing initiatives; supports application migrations and upgrades; and follows operational, documentation, asset-management, security, and compliance processes. The role may require on-call support, evening or weekend work, and travel to other facilities.

Requirements

Associate degree in Computer Science or equivalent experience.
Two years of experience troubleshooting PCs, printers, phone, and network issues.
Advanced knowledge of Microsoft technologies for configuring and troubleshooting current and previous 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 within Avaya or Cisco PBX with 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 (MDM) for smartphones and tablets.
Understanding of installation, configuration, and troubleshooting of audiovisual 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 be on call and provide support during operational service interruptions.
Ability to work later evening 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 by troubleshooting incidents with customers by phone or virtual communication.
Prioritize, document, and close assigned tasks with minimal supervision; take corrective action or escalate incidents to reduce service downtime.
Document resolved issues, root-cause analyses, and troubleshooting steps before closing or escalating service requests.
Assist with implementing business systems and manufacturing initiatives, including configurations and end-user desktop support and guidance on usage.
Perform system upgrades and assist end users with application migrations and conversion of 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 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.
Establish and implement activities to improve technology compliance with internal policies and standards.
Interact with vendors as needed to resolve incidents.
Support software training and troubleshoot hardware and software applications.
Provide on-call support during operational service interruptions and work later evenings or weekends when required by business needs or IT initiatives.
Travel among other facilities if needed.