Systems Support Specialist II - Jefferson, WI

Generac Power Systems•Jefferson, 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 serves as a liaison between users and the Information Technology Department. It also assists with software training and troubleshooting 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 role supports both office and manufacturing environments and may require on-call support, work during later evenings or weekends, and travel among facilities.

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 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, including moves, adds, and changes (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 as they relate to smartphones and tablets.
Understanding of installation, configuration, and troubleshooting of audio/visual 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 evenings 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.
Prioritize and manage assigned work with minimal supervision, document and close incidents, take corrective action, and 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 and end-user desktop support, and help users adapt to and use the systems.
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 necessary.
Maintain software and hardware asset inventory using asset management tool sets.
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.
Work with vendors to resolve incidents as required.