Technical Support Specialist II

1 week ago


Perry Georgia, United States Jack Link's Protein Snacks Full time

Position Overview

The Technical Support Specialist II will deliver exceptional customer service and assistance to colleagues and enterprise initiatives in a dynamic setting.

Key Responsibilities

The responsibilities of this role include, but are not limited to:

  • Constructing and evaluating standard system configurations for PCs, laptops, handheld devices, and their related hardware.
  • Installing, configuring, and troubleshooting PCs, laptops, handheld devices, and their associated software.
  • Identifying and assessing patch sets for end-user devices in accordance with patch and security protocols.
  • Utilizing and updating the enterprise ticketing system to document assigned tasks and uphold expected Problem/Service Level Agreements.
  • Conducting level 1 and 2 analysis, diagnosis, and resolution of technical issues for a diverse range of end users.
  • Providing incident management through help desk notifications and tracking.
  • Completing all requested modifications, additions, and changes for clients.
  • Responding to client inquiries through various communication channels.
  • Acting as a liaison for the Global Help Desk for IT support and collaborating with infrastructure, application teams, and IT security as required.
  • Maintaining an inventory of all computing devices, peripherals, and licenses for the local site.
  • Contributing to team collaboration and knowledge enhancement by creating Knowledge Base articles and sharing insights.
  • Ensuring the completion of all IT onboarding tasks for new employees.
  • Providing on-call, off-hours, and weekend support on a rotational basis.
  • Delivering onsite support to secondary locations as needed.
  • Assisting infrastructure engineering with the technical implementation of hardware and software.
  • Monitoring global events and responding to alerts through monitoring technology.
  • Supporting IT devices that facilitate operational technology.
  • Representing IT in operational technology projects.
  • Performing additional duties and responsibilities as required.


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