Systems Support Specialist II

About the role

The Systems Support Specialist II is responsible for providing technical support of desktop computers, laptops, telephones, peripherals, applications, and related technology. This position handles more complex or advanced technical support with assistance from System Matter Experts when required. Duties include answering user PC and software questions, serving as a liaison with the Information Technology Department, assisting with software training, and troubleshooting hardware and software applications. The employee may be at a remote site without quick access to higher tiers of support.

Minimum Qualifications

• Associate degree in Computer Science or equivalent experience
• 2 years of experience troubleshooting PCs, printers, phones and network issues

Preferred Qualifications

• Bachelor’s degree in Computer Science
• Additional certification: 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, bar code scanners and peripherals within office and manufacturing environments
• Support higher-level support specialists with local server hardware, operating systems, network infrastructure and telephony by troubleshooting incidents with customers via phone or virtual communication
• Perform assigned tasks with minimum supervision, manage efforts based on proper triage prioritization, documentation and closure; take corrective action and/or escalate incidents to reduce service downtime
• Create documentation on new issues resolved, root cause analysis and troubleshooting steps attempted prior to closing or escalation of service requests
• Assist in the implementation of business systems and manufacturing initiatives by delivering configurations and end-user desktop support with adaptation and assistance
• Perform system upgrades; assist end users with migrating to new applications and converting personally developed data files
• Follow operational standards for reporting, monitoring, troubleshooting and sourcing issues with provided tool sets
• Participate in Tier 1 call/ticket queue as necessary
• Maintain asset inventory of software and hardware through asset management tool sets
• Ensure all configurations comply with IT policies and security parameters
• Consult with IT personnel as necessary to diagnose and resolve system or networking issues
• Assist with development, implementation and management of policies, processes and standards within the complex technical environment across data, voice and video service delivery platforms
• Establish and implement activities to improve technology compliance with internal policies and standards
• Interact with vendors for incident resolution as required

Knowledge, Skills and Abilities

• Advanced knowledge of Microsoft technologies relating to the configuration and troubleshooting of previous and current versions of Microsoft Windows, Office, Outlook, network printing, Active Directory services, Exchange, O365
• Solid understanding of networking, wireless and telecommunication fundamentals
• Solid understanding of assisting within Avaya or Cisco PBX in performing MAC and end-user utilization support
• Knowledge of operating systems (Windows Server and Linux OS), storage platforms and hardware technologies
• Understanding/troubleshooting of mobile technology and MDM as it relates to smartphones and tablets
• Understanding of installation, configuration and troubleshooting of audio/visual equipment to include video/teleconferencing 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 deliver support during operations service interruptions
• Ability to work late evenings, nights and weekends if required supporting business needs or IT initiatives
• Ability to travel among other facilities if needed

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel.