Systems Support Specialist II

Generac · Waukesha, WI · Yesterday

On-siteOTHRFull-time

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 the assistance of System Matter Experts when required. The role serves as a liaison with the Information Technology Department, assists with software training, and troubleshoots hardware and software applications. This is an onsite position at our facility in Waukesha, Wisconsin.

Responsibilities

Provide hands-on support by installing, diagnosing, repairing, maintaining, and upgrading laptops, desktops, phones, printers, bar code scanners, and peripherals within an office and manufacturing environment.
Support higher-level support specialists with local server hardware, operating systems, network infrastructure, and telephony by delivering hands-on support through 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, and take corrective action or escalate incidents to reduce service downtime.
Create documentation on new issues resolved, root cause analysis, and troubleshooting steps attempted prior to closing or escalating service requests.
Assist in the implementation of business systems and manufacturing initiatives, delivering configurations and end-user desktop support with adaptation and assistance of usage.
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 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 the 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.

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 certifications: MCSE (Microsoft Certified Systems Engineer), MCTS (Microsoft Certified Technology Specialist), CNA (Cisco Certified Network Administrator), Avaya telephony certification, or ITIL certification.

Skills

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, and O365.
Solid understanding of networking, wireless, and telecommunication fundamentals.
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, including 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 later evening nights and weekends if required to support 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 is required.