Systems Support Specialist II - Berlin, WI

Generac Power Systems•Berlin, 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 with the Information Technology Department. The position also answers users’ PC and software questions, assists with software training, and troubleshoots hardware and software applications. Support may be provided at remote sites where higher-tier assistance is not readily available. This is an onsite position at the company’s facility in Berlin, Wisconsin. The role supports both office and manufacturing environments and may involve on-call support, evening or weekend work, and occasional travel to other 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 supporting 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 mobile device management (MDM) for smartphones and tablets, including troubleshooting.
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 evening nights and weekends when required to support business needs or IT initiatives.
Ability to travel among other facilities if needed.
Ability to perform frequent computer-based work involving periods of sitting, close vision, and the ability to adjust focus.
Ability to talk and hear, use hands to manipulate objects or controls, stand and walk regularly, and occasionally stoop, bend, reach above the shoulders, and lift up to 25 pounds.

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 customer incidents by phone or virtual communication.
Prioritize and manage assigned work with minimal supervision, document and close requests, take corrective action, and escalate incidents to reduce service downtime.
Document newly resolved issues, root-cause analyses, and troubleshooting steps before closing or escalating service requests.
Assist with implementation of 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 inventories using asset management tool sets.
Ensure configurations comply with IT policies and security parameters.
Consult IT personnel as needed to diagnose and resolve system or networking issues.
Assist with 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 needed to resolve incidents.
Provide on-call support during operational service interruptions and support business needs or IT initiatives outside regular hours when required.
Travel among other facilities if needed.