Advanced IT Support Specialist

2 weeks ago

Menomonie, Wisconsin, United States VT Industries Full time


Position Overview

Key Responsibilities:

The role of the IT Service Desk Technician II is to deliver a high level of technical support for users within the organization's computing environment, particularly focusing on desktop and manufacturing systems. This includes the installation, diagnosis, repair, maintenance, and enhancement of all computer hardware and related equipment to ensure peak workstation functionality. The technician will also address issues through various channels, including in-person, phone, email, or service portal, in line with established service level agreements, while providing user assistance and training as necessary.

Core Job Duties:
  • Become proficient in the software and hardware utilized and supported by the organization.
  • Document, track, and manage the service desk request resolution process, detailing all decisions and actions taken until final resolution, in accordance with service level agreements.
  • Prioritize and schedule issues, escalating them to the appropriate engineer or vendor when necessary.
  • Maintain clear communication with end users throughout the ticket resolution process.
  • Stay informed about the IT landscape, including changes and updates.
  • Troubleshoot complex issues that require in-depth knowledge of systems and applications.
  • Address network performance issues affecting users, potentially involving firewalls, switches, modems, and other devices.
  • Identify problems and propose operational enhancements.
  • Perform advanced troubleshooting and configuration of printers, computers, mobile devices, manufacturing IT equipment, IP phones, and related devices.
  • Manage multiple projects simultaneously while adhering to deadlines.
  • Provide mentorship and support to junior staff to enhance their technical and customer service capabilities.
  • Collaborate with the network infrastructure team to ensure the smooth operation of the company's IT environment.
  • Participate in ongoing training and pursue relevant certifications.
  • Contribute to the development of long-term strategies and capacity planning for future desktop hardware requirements.
  • Assist IT Infrastructure and Security teams with project implementations.
  • Ensure accuracy in documentation and procedural manuals.
  • Manage Active Directory services and support server infrastructure.
  • Work closely with plant floor personnel and engineers to support manufacturing equipment across various locations.
  • Travel to other facilities as needed to provide on-site support.
  • Maintain strong relationships with all facilities to ensure a high level of support is consistently available.
  • All team members are expected to uphold the highest standards of conduct and adhere to attendance policies.
Physical Demands

The physical requirements for this position include:

  1. Bending/stooping or squatting
  2. Twisting
  3. Climbing
  4. Reaching above shoulder level
  5. Crouching
  6. Kneeling
  7. Balancing
  8. Push/pull
  9. Grasping
  10. Repetitive movements
  11. Walking
Weight Requirements:

  1. Light - Up to 10 lbs.
  2. Medium - 10 to 25 lbs.
  3. Heavy - 25 to 50 lbs.
  4. Very Heavy - 50+ lbs.
Qualifications:
  • Bachelor's Degree in Information Science and Technology or 5+ years of equivalent experience.
  • Manufacturing experience is preferred.
  • Strong technical knowledge of network and PC hardware.
  • Hands-on experience with hardware troubleshooting.
  • Familiarity with current network protocols, operating systems, and standards.
  • Ability to operate tools, components, and peripheral accessories.
  • Capable of reading and understanding technical manuals and documentation.
  • Ability to research advanced PC issues and products as needed.
  • Excellent written and verbal communication skills.
  • Ability to convey ideas in a user-friendly manner.
  • Understanding of the organization's objectives.
  • Self-motivated and proactive.
  • Ability to prioritize and execute tasks effectively in a high-pressure environment.
  • Experience in a collaborative, team-oriented setting.
  • Strong customer service orientation.

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