IT Support Specialist II
2 weeks ago
Company Overview:
At Jack Link's Protein Snacks, we pride ourselves on our innovative spirit and commitment to quality. As a leader in the global snacking industry, we have transformed a family recipe into a thriving business that continues to grow. Our mission is to provide exceptional products that accompany our customers on their journeys, whether at work, play, or anywhere in between.
Position Summary:
The IT Support Technician II is responsible for delivering outstanding customer service and technical support to our team members. This role plays a crucial part in ensuring the smooth operation of our IT systems in a dynamic environment.
Key Responsibilities:
- Develop and evaluate standard configurations for various computing devices, including PCs, laptops, and handheld devices.
- Install, set up, and troubleshoot hardware and software for end-user devices.
- Assess and apply security patches and updates for user devices in accordance with established policies.
- Utilize the enterprise ticketing system to document and track service requests, ensuring adherence to service level agreements.
- Conduct level 1 and 2 diagnostics and resolution of technical issues for diverse end users, implementing hardware solutions as necessary.
- Manage incident responses through help desk notifications and tracking systems.
- Execute all requested modifications and updates for users.
- Address user inquiries through various communication channels.
- Act as a liaison for the global help desk, coordinating with infrastructure and application teams as needed.
- Maintain an inventory of IT assets at the local site.
- Contribute to team knowledge sharing and process adherence as part of the global help desk.
- Facilitate IT onboarding processes for new employees.
- Provide after-hours support on a rotational basis.
- Deliver on-site support to additional locations as required.
- Assist in the implementation of technical hardware and software solutions.
- Monitor and respond to system alerts using monitoring technologies.
- Support the IT infrastructure that enables operational technology.
- Perform additional duties as assigned.
Qualifications:
Education:
High School diploma or equivalent.
Experience:
Minimum of 2 years in desktop support and experience with Windows operating systems. Familiarity with Linux is preferred.
Skills:
Strong customer service orientation, problem-solving abilities, and effective communication skills are essential. Candidates should be self-motivated, detail-oriented, and capable of working collaboratively within a team.
Preferred:
A technical degree in computer science or a related field is advantageous.
Equal Employment Opportunity:
Jack Link's is committed to providing equal employment opportunities to all individuals, regardless of their background or identity.
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