Systems Support Specialist II - Eagle, WI

Generac Power Systems•Eagle, 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. 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 quick access to higher-tier support. This is an onsite position at the facility in Eagle, Wisconsin.

Requirements

Associate degree in Computer Science or equivalent experience.
Two years of experience troubleshooting PC, printer, phone, and network issues.
Advanced knowledge of Microsoft technologies, including configuration and troubleshooting of current and prior 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 as it relates to smartphones and tablets.
Understanding of installation, configuration, and troubleshooting of audio/visual 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 evenings, nights, and weekends when required by business needs or IT initiatives.
Ability to travel among 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.
Perform assigned work with minimal supervision, prioritize and document efforts, close service requests, and take corrective action or escalate incidents to reduce downtime.
Document newly resolved issues, root cause analyses, and troubleshooting steps taken before closing or escalating service requests.
Assist with implementation of 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 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 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.
Work with vendors to resolve incidents as required.