Tech Support Admin II

Williams-Sonoma•Claremont, NC

20h

About The Position

You will be part of the Workstation Support Team responsible for providing End-user Computing support to all the Corporate Offices, Distribution Centers and Delivery hubs located in the region. We support a wide variety of devices including PC and Apple Laptops and Desktops, Wired and Wireless Printers, Handheld RF Devices, Avaya Phones, etc. We also support multiple OS systems including MS Windows 10, as well as Mac OS. We are a dynamic, fast-paced company with exciting growth opportunities. We value imagination, diversity, innovative thinking, and hard-working individuals. As a Technology Support Admin II, you will be responsible for 2nd and 3rd level support of hardware, software, and operating systems for PC and Apple based computing platforms. Provides complex technical support for end-user clients. Troubleshoots complex problems using scripts and checklists as guides. Supports mobile workforce. Performs user training. Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors. You will also interact with senior internal and external team members and partners.

Requirements

Work experience in supporting MS Windows and Mac OS.
Previous support or deployment experience in a windows-based enterprise or retail environment.
Experience with configuring, administrating, and troubleshooting PC, Desktop and Production printers, Wired and Wireless Zebra Printers, Motorola/Symbol RF Devices.
Demonstrate good judgment in selecting methods and techniques for obtaining solutions.
Confidence to follow detailed documentation accurately and efficiently.
Work well in a fast paced, collaborative environment.
Strong capabilities in empowering and enabling your team members.
Strong communication skills that help convey unconventional ideas that well-grounded engineers need to be sold on.
Terrific customer service skills.
Associate Degree in a technical or computer related field of study, or equivalent related experience.
3-5 Years' Desktop Support experience supporting hardware and software on Intel
Extensive knowledge of Windows operating systems support.
Extensive knowledge of configuration, support, and failure analysis of major OEM (HP, IBM, Lenovo, Dell) desktop systems hardware and peripherals.
Understanding of local, client-server, and database application functions and support.
Strong written, verbal and interpersonal communication skills.
Must be physically able to handle and install desktop hardware weighing up to 50 pounds

Nice To Haves

Knowledge of Macintosh end-user support preferred.
OEM hardware and Microsoft MCSE, MCP certifications preferred.

Responsibilities

Identify, troubleshoot, analyze and resolve highly complex desktop computer problems
Escalate unresolved problems to Lead Technology Support Admin or Manager
Install equipment and software, and coordinates the work of others on installations
Perform system administration for desktop solutions.
Provide highly complex technical support to clients.
Act as key contact for internal Tech groups in support of technical problem resolutions
Monitor network access, addresses data security, password generation and file access to forecast potential access risks.
May research tools and processes to identify usage and capacity troubles as they develop. Will present research and may assist in developing long-range plans to address problems.
Assist in developing corporate standards for desktop computer software and hardware and conducting reviews to ensure compliance to standards.
Develop and produce installation documentation for the most complex applications.
Conduct research and recommends new technology solutions.
When required, perform application software integration and testing to ensure that all software, hardware and communication networks operate properly together
May generate and maintain user network IDs
If required, ensure compliance of software licensing.
Perform other duties as assigned.

Benefits

A generous discount on all WSI brands
A 401(k) plan and other investment opportunities
Paid vacations, holidays, and time off to volunteer
Health benefits, dental and vision insurance, including same-sex domestic partner benefits
Tax-free commuter benefits
A wellness program that supports your physical, financial and emotional health
In-person and online learning opportunities through WSI University
Cross-brand and cross-function career opportunities
Resources for self-development
Advisor (Mentor) program
Career development workshops, learning programs, and speaker series