IT Technical Support II
The IT Support Technician II will perform various duties supporting Peter Millar's user base, provide tier-two support for basic network infrastructure, and act as an escalation point for other IT Support Technicians. This position is responsible for tier 1 & 2 support and coordinating all advanced issues directly with the IT team and vendors when applicable. The IT Support Technician II will work with the business to coordinate interoperability, customization, and upgrade planning for all application systems. This position will also develop training materials, guidelines, and other documentation working with IT and process owners within the business. Additionally, the IT Support Technician II will assist in training new IT staff to perform help desk and desk-side support functions.
Infrastructure
- Provide technical support for Windows and Mac computers - H/W & S/W
- Support of remote staff to include VPN troubleshooting
- Build new Windows and Mac computers for onboarding and upgrades
- Responsible for the End User Asset Management process
- Troubleshoot Windows and Mac OS and application issues
- Migrate computer settings and data to new machines for upgrades
- Source adapters/peripherals as needed
- Perform OS and software updates as needed
- Perform antivirus scans/updates and patching
- Work with business stakeholders to develop and maintain an asset equipment replacement program
- Prepares and maintains appropriate written documentation for systems, infrastructure, maintenance logs, and procedures
- Support office phone systems and company-provided cell phones
- On-call availability
- Understanding of basic networking principles
- Train new help desk staff
- Manage the onboarding and offboarding processes
Applications Maintenance
- Provide tier one & two application support for primary systems with timely resolution
- Coordinate advanced troubleshooting with application service providers
- Ensure interoperability between and within systems
- Champion new application/upgrade projects
- Develop and utilize application monitoring tools
- Coordinate with process owners to develop and maintain application training documentation
Competencies
- Strong background with Intune or Kandji (Iru). This includes the implementation and support for all aspects of the platform
- Ability to adapt to highly entrepreneurial environment and respond to changes quickly
- Strong problem-solving and critical thinking skills with focus on driving positive results to the bottom line
- Detail oriented, strong organizational and time management skills
- Self-motivated
- Strong customer service skills
- Able to maintain and build effective relationships with cross-functional teams
- An understanding of DNS, DHCP, and VPN concepts
- Strong analytical and communication skills
- Demonstrated project planning skills
- Ability to document IT processes
Desired Education And Experience
- Bachelors Degree in Computer Science or Information Systems strongly preferred
- Minimum of 2-years implementing and supporting Intune or Kandji
- At least 2-3 years of experience in both applications and networking
- At least 2-3 years supporting Windows and Mac computers
- Experience with office operations, general Windows OS, and Microsoft Office products required
- Experience troubleshooting computer and printer hardware issues
- Experience working with applications that have a database backend preferred