IT Helpdesk Technician II

2 weeks ago

Madison Heights, United States Galco Industrial Electronics Full time
Job DescriptionJob DescriptionGalco Industrial Electronics is an authorized distributor for over one million products from over 400 brands.  We specialize in industrial, electrical and electronic automation, control and component solutions.  Our distribution center stocks over 50,000 products and offers same day shipping and emergency service.  We offer on-site and in-house repair services, as well as, engineering services which facilitate integration, retrofits and upgrades.  

Job Summary: We are seeking a highly skilled and motivated IT Helpdesk II professional to join our dynamic IT team. The ideal candidate will possess a strong background in desktop and mobile hardware support, multiple operating systems (Windows and Mac), network hardware and software maintenance, and exceptional troubleshooting skills. This role involves providing IT support services to end-users, managing enterprise-level hardware and software systems, and ensuring seamless operation across multiple locations.
Key Responsibilities:
  1. Hardware and Software Support:
    • Install, configure, and maintain desktop and mobile hardware and peripherals.
    • Perform hardware and software troubleshooting and maintenance.
    • Manage and monitor enterprise printers, security cameras, and VOIP phones.
    • Manage handheld scanners and printers in a warehouse setting, both manually & via an MDM solution.
  2. System Administration:
    • Configure and manage Active Directory accounts, groups, and group policies.
    • Manage security measures to protect against vulnerabilities, with a focus on email cybersecurity using applications such as PhishNotify, Outlook, and Graphus.
    • Backup and migrate user data to new or upgraded devices.
  3. Telephony Management:
    • Manage PoE VOIP phones and virtual phones.
    • Provide technical support and configuration for telephony systems.
    • Ensure telephony systems are operational and meet organizational needs.
  4. Technical Support:
    • Manage Microsoft 365 Active Directory, including user account creation and group policies, oversee licensing, and handle mailbox management and troubleshooting.
    • Provide support for over 150 end-users across multiple locations.
    • Create, update, escalate and resolve support tickets, ensuring timely solutions.
    • Utilize remote support tools such as Kaseya and Microsoft Teams to assist users.
    • Ensure all support activities meet established SLAs.
  5. Process Improvement and Documentation:
    • Improve the efficiency of manual processes through automation.
    • Create and maintain documentation for operational processes and procedures.
    • Conduct new employee onboarding and offboarding, ensuring proper setup and configuration of IT resources.
  6. Asset Management:
    • Maintain accurate records of IT assets, including hardware and software.
    • Track asset deployment, usage, and lifecycle management.
    • Properly dispose of obsolete IT assets to comply with organizational policies.
    • Maintain physical organization of IT assets, ensuring equipment is systematically stored, easily accessible, and properly labeled.
Qualifications:
  • Associate degree in Computer Information Systems or relevant equivalent experience.
  • Proficient in Windows and Mac operating systems.
  • Experience in Windows System Administration, including Group Policy management.
  • Familiarity with network hardware and software.
  • High degree of knowledge with computer hardware, software, and IT-related syntax.
  • Strong skills in computer software maintenance and troubleshooting.
  • Proficient in Microsoft Office Suite and related applications.
  • Experience with ticketing systems and providing customer-facing technical support.
  • Excellent technical communication skills, both written and verbal.
  • Ability to work independently and as part of a small team, with a strong emphasis on customer service.
Preferred Skills:
  • Experience with remote software tools and command line interfaces.
  • Ability to prioritize tasks and maximize efficiency in a fast-paced environment.
  • The ability to clearly and effectively communicate technical information to non-technical users, ensuring they understand the solutions provided and feel supported throughout.
  • A strong ability to diagnose and resolve technical issues quickly and efficiently, demonstrating resourcefulness and a proactive approach to troubleshooting and improving IT systems.
Work Environment:
  • Office setting with occasional travel to two local and two remote locations as needed.
  • Ability to lift and transport moderately heavy equipment
  • Experience providing IT customer service or white-glove support, ensuring high levels of user satisfaction and personalized assistance.
If you are a proactive problem solver with a passion for IT support and a commitment to excellence, we encourage you to apply for the IT Helpdesk II position. Join our team and contribute to the seamless operation of our IT infrastructure and the satisfaction of our end-users.
 

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