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Advanced IT Support Specialist

2 months 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 framework. This encompasses the installation, diagnosis, repair, maintenance, and enhancement of all computer hardware and equipment to guarantee optimal performance of workstations. The technician will also resolve issues through various communication channels, including in-person, phone, email, or service portal, adhering to established service level agreements while providing user assistance and training as necessary.

Core Job Functions:
  • Acquire knowledge of 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 the issue is resolved in accordance with service level agreements.
  • Prioritize and schedule issues, escalating them to senior engineers or vendors when necessary.
  • Maintain clear communication with users throughout the ticket resolution process.
  • Stay informed about changes and updates in the IT environment.
  • Resolve complex issues that require in-depth knowledge of systems and applications.
  • Address network performance issues affecting users, which may involve working with firewalls, switches, modems, and other devices.
  • Identify problems and propose operational enhancements.
  • Conduct advanced troubleshooting and configuration of printers, computers, mobile devices, manufacturing-related IT equipment, IP phones, and other relevant devices.
  • Manage multiple projects simultaneously while meeting deadlines.
  • Provide mentorship and guidance to junior staff to enhance their technical and customer service skills.
  • Collaborate with the network infrastructure team to ensure the efficient operation of the company’s IT environment.
  • Participate in ongoing training and pursue relevant certifications.
  • Assist in formulating long-term strategies and capacity planning for future desktop hardware requirements.
  • Support the IT Infrastructure and Security teams during project implementations.
  • Ensure the accuracy of documentation and procedure manuals.
  • Administer Active Directory services and support server infrastructure.
  • Work with manufacturing personnel to support equipment across various locations.
  • Travel as required to provide on-site support.
  • Foster relationships with all facilities to ensure a high level of support is consistently available.
  • All employees are expected to adhere to the highest standards of conduct and attendance policies.
Physical Demands

The physical requirements outlined here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Qualifications:
  • Bachelor's Degree in Information Science and Technology or 5+ years of equivalent experience.
  • Experience in a manufacturing environment is preferred.
  • Strong technical knowledge of network and PC hardware.
  • Hands-on experience with hardware troubleshooting.
  • Working knowledge of current network protocols, operating systems, and standards.
  • Ability to operate tools, components, and peripheral accessories.
  • Proficient in reading and understanding technical manuals and procedural documentation.
  • Ability to research advanced PC issues and products as needed.
  • Excellent written and verbal communication skills.
  • Ability to present information in a user-friendly manner.
  • Understanding of the organization’s goals and objectives.
  • Self-motivated and directed.
  • Ability to prioritize and execute tasks in a high-pressure environment.
  • Experience in a collaborative, team-oriented setting.
  • Strong customer service orientation.