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Technical Support Specialist II

2 months ago

Napoleon, Ohio, United States eTeam Inc Full time

Pay Rate: $25 - $29/Hour.

Position Overview:

This role involves researching, designing, developing, operating, and maintaining support services for both existing and new business applications and information systems solutions. The focus is on integrating technical and business requirements in accordance with standard IT process methodologies such as ITIL and ITSM. Responsibilities include identifying, developing, and prioritizing support services based on business criticality. The applications and information systems solutions encompass both third-party software and internally developed applications and infrastructure.

Key Responsibilities:

  • Act as a member of an IT technical team, performing fundamental analysis of functional or service requirements while utilizing a basic understanding of IT business processes or challenges. Implement end-user or enterprise infrastructure or application services as prepared by senior engineers.
  • Utilize technical expertise to operate and manage infrastructure or software platforms and user groups of moderate complexity. Address technical issues of moderate complexity within a designated technical area and collaborate with team members and other IT teams as necessary. Identify potential escalations and proactively inform management.
  • Develop solutions to prevent issues from arising in the area of responsibility, including patch management. Review, implement, and verify changes or solutions of medium complexity and risk. Ensure that configuration management database entries are complete and accurate.
  • Deliver on-site field support to clients and their suppliers, including the installation, servicing, and repair of systems and equipment.
  • Troubleshoot hardware issues related to corporate-issued desktops, laptops, mobile devices, peripherals, and associated accessories.
  • Address software issues related to Windows 10, Microsoft Office, Outlook, Skype for Business, OneDrive, and other corporate desktop applications.
  • Manage Microsoft patches, corporate software deployments, and group policies.
  • Build and reimage corporate-issued PCs, performing necessary upgrades to resolve end-user productivity issues. Hardware replacement will follow diagnostics confirming hardware repair, replacement, or upgrade needs.
  • Troubleshoot LAN/WAN issues affecting employee productivity, demonstrating an understanding of networking basics, TCP/IP, VPN, secure access methodologies, and wireless technologies.
  • Conduct IMACD activities within SLAs, including PC and peripheral add, move, and change.
  • Provide clear verbal and written communication to end-users regarding their productivity issues, ensuring that communication is also conveyed to IT in English. Local language skills may be considered a secondary requirement based on corporate policy. Demonstrate the ability to interact with end-users at all levels using active listening and empathetic skills.
  • Document solutions and incident resolution case notes in English within assigned reporting systems.
  • Audit, maintain, and manage device asset management systems.
  • Possess a strong understanding of shipping and receiving, inventory, and warehousing practices.
  • Assist in loading and unloading shipments.
  • Experience in procurement, inventory, and asset management of IT equipment, as well as managing the IT lifecycle.
  • Regularly lift and/or move up to 39 pounds independently and participate in group lifts for 40+ pounds, utilizing pallet jacks as necessary.
  • Work with and/or around moving mechanical parts.
  • Regularly engage in physical activities such as walking, using hands and fingers, reaching, stooping, kneeling, crouching, climbing stairs, twisting, bending, and working above shoulders.

Education and Experience Required:

  • Bachelor's degree in Management Information Systems, Computer Science, or equivalent experience, along with a minimum of 3 years of related experience, or a Master's degree with up to two years of experience.

Knowledge and Skills:

  • Strong verbal and written communication skills. Experience with infrastructure environments, including operating systems, hardware, data centers, security, networks, voice, end-user, and server web-related applications.
  • Familiarity with business IT applications such as supply chain, customer relationship management, HR, and finance.
  • Basic skills in scripting or programming languages, along with knowledge and experience with the Information Technology Infrastructure Library (ITIL) reference model.
  • Exhibit strong initiative, problem-solving abilities, priority-setting, and collaboration skills. Possess good organizational and analytical skills, demonstrating a high level of initiative and integrity.
  • Certifications such as Network+, A+, and Linux+ are preferred.

Work Environment:

  • Office environment
  • May require weekend work
  • May require shift work