Systems Support Specialist II

The Systems Support Specialist II is responsible for providing technical support of desktop computers, laptops, telephones, peripherals, applications, and related technology. This position is expected to handle more complex or advanced technical support with assistance of System Matter Experts when required. Answers user PC and software questions, serves as liaison with the Information Technology Department, assists with software training, and troubleshoots hardware and software applications. Employee may be at remote site without quick access to higher tier of support. 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 and manage efforts based on proper triage prioritization, documentation and closure; take corrective action and/or escalate incidents to reduce service down time; 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, delivering configurations and end user desktop support; 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 the 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 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

Requirements

Associate degree in Computer Science or equivalent experience; 2 years of experience troubleshooting PC's, printers, phone and network issues

Nice to have

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