Systems Support Specialist II - Eagle, WI

Generac•Eagle, 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 technical support, consulting subject matter experts when needed. It answers user questions about PCs and software, acts as a liaison with the Information Technology Department, assists with software training, and troubleshoots hardware and software. The employee may work at a remote site without quick access to higher-tier support. This is an onsite position at the facility in Eagle, Wisconsin. The position provides hands-on support in office and manufacturing environments, including installing, diagnosing, repairing, maintaining, and upgrading computers, phones, printers, barcode scanners, and peripherals. It also assists higher-level specialists with local server hardware, operating systems, network infrastructure, and telephony; supports business systems and manufacturing initiatives; performs upgrades and application migrations; maintains asset inventory; and ensures configurations comply with IT policies and security requirements. The role documents issues and troubleshooting, prioritizes and escalates service requests, participates in the Tier 1 call and ticket queue as needed, works with IT personnel and vendors to resolve issues, and contributes to policies, processes, standards, and technology compliance improvements.

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 configuration and troubleshooting of current and previous versions of Microsoft Windows, Office, Outlook, network printing, Active Directory services, Exchange, and O365.
Solid understanding of networking, wireless, and telecommunications fundamentals.
Solid understanding of assisting with Avaya or Cisco PBX 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 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 actively contribute 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 the physical demands of the role, including regularly talking, hearing, using hands to manipulate objects or controls, standing, and walking; occasionally stooping, bending, reaching above the shoulders, and lifting 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 support 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 resolved issues, root-cause analyses, and troubleshooting steps before closing or escalating service requests.
Assist with business systems implementations 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 with migrations to new applications and conversion of personally developed data files.
Follow operational standards and use provided tools for reporting, monitoring, troubleshooting, and sourcing issues.
Participate in the Tier 1 call and ticket queue as necessary.
Maintain software and hardware asset inventory using asset management tools.
Ensure configurations comply with IT policies and security parameters.
Consult 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 required to resolve incidents.
Provide on-call support during operational service interruptions and work evenings or weekends when required to support business needs or IT initiatives.
Travel among other facilities if needed.