System 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, serve as liaison with the Information Technology Department, assists with software training, and troubleshooting hardware and software applications. Employee may be at remote site without quick access to higher tier of support.

*This position is on site at our headquarters in Waukesha, Wisconsin

Minimum Qualifications:

• Associate degree in Computer Science or equivalent experience

• 2 years of experience troubleshooting PC’s, printers, phone 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

Major Responsibilities:

• Provide hands on support by installing, diagnosing, repairing, maintaining and upgrading laptops, desktops, phone, 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 thru troubleshooting incidents with customers via phone or virtual communication.

• Perform assigned tasks with minimum supervision and manages efforts based on proper triage prioritization, documentation and closure; takes corrective action and/or escalates incidences to reduce service down time.

• Create documentation on new issues resolved, root cause analysis as well as troubleshooting steps attempted prior to closing or escalation of service requests.

• Assist in the implementation(s) of business systems and manufacturing initiatives delivering configurations and end user desktop support with adaptation and assistances of usage.

• 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

• Ensures 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 Smart Phones 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 later evening nights and weekend if required supporting business needs or IT initiatives

• Ability to travel among other facilities if needed

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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.