Specialist II, Business Technology Support

About the Role

The position involves assisting the Business Technology (BT) support teams with the technical support of IT infrastructure technology, including workstations, laptops, iPads, PDA devices, printers, network equipment, telephones, backup appliances, wireless access points, server equipment, storage devices, routers, switches, and any other technology used to conduct business at an operating company facility.

This role also includes training Support Specialist I associates, knowledge transfer to BT support technicians, and contributing to the development of policies and procedures to improve technology services across the Sysco enterprise. The position participates in hardware roadmap planning sessions, tests new products for compatibility, and serves as the local escalation contact for IT support issues.

Additionally, this role acts as the local corporate IT representative, training staff on service requests, prioritization, and support model utilization. The position keeps local management informed on technology trends, system availability, proactive refresh cycles, hot spare inventory, compliance (anti-virus, patch), enterprise projects, data backups, and overall technology health.

Responsibilities

• Prioritize support calls using the enterprise ticketing system, manage tickets with frequent updates, and escalate aging tickets or trends as required.
• Purchase new equipment, repair parts, and supplies (e.g., mice, keyboards, batteries, printer toner) for workstations, laptops, and peripherals from the approved standards list through Corporate IT Purchasing.
• Ensure adherence to software and hardware standards based on Corporate guidance.
• Contribute to the development of policies and procedures.
• Ensure software license compliance for all installed software.
• Image workstations using standard images.
• Maintain and adhere to current system security policies.
• Ensure client agents for discovery tools, anti-virus, and patch compliance updates are maintained at the most current levels.
• Provide secondary on-site support and knowledge transfer to the Desktop/Laptop support team and Support Specialist I associates.
• Administer and support Order Entry applications.
• Assist with desktop hardware relocation as required.
• Support local printers/copiers/faxes, including network connectivity, troubleshooting, toner replacement, and coordination of third-party on-site support.
• Participate in special projects, including product evaluations and roadmap planning sessions.
• Maintain reliable “Hot Spare” Laptop/Desktop systems.
• Train and assist end users in effectively utilizing the enterprise ticketing system.
• Dispose of old computer equipment using approved recycling vendors.
• Provide onsite hands-on support for devices supported by Infrastructure support teams.
• Provide telephone and mobile phone support, including voicemail and account administration, deployment/replacement of equipment.
• Assist with support of wireless access points, VPN connectivity, and company-issued mobile telephone devices.
• Provide after-hours and round-the-clock support for emergency trouble calls when needed.
• Perform additional duties as required by the Manager.

Requirements

• High School Diploma and a minimum of 5 years’ experience in end-user technology support and IT-related environments.
• Minimum of five years of customer service experience in Computer Technology.
• Excellent communication (written and verbal), organizational, and problem-solving skills.
• Ability to effectively interact with various personalities and levels of management.
• Self-motivated, resourceful, reliable, and trustworthy.
• Proficient in technical troubleshooting of desktop and laptop computers, mobile technology devices, Microsoft Windows, Microsoft Office, and other desktop software.
• Experience supporting, installing, and configuring Order Entry applications.
• Ability to use remote support tools for troubleshooting remote computer devices.
• Availability for after-hours support and weekend on-call support as needed.