IT Support Specialist II

2 months ago

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

Company Overview:
At Jack Link's Protein Snacks, we pride ourselves on being pioneers in the snacking industry. Our commitment to innovation and quality has made us a global leader in meat snacks, driven by a passion for excellence and a dedication to our customers.

Position Summary:
The IT Support Technician II plays a crucial role in delivering exceptional customer service and technical support to our team members and enterprise initiatives in a dynamic environment.

Key Responsibilities:

  • Develop and validate standard configurations for PCs, laptops, and handheld devices, along with their respective hardware.
  • Install, set up, and troubleshoot PCs, laptops, and handheld devices, including their software applications.
  • Assess and test software updates for end-user devices in accordance with security protocols.
  • Utilize the enterprise ticketing system to document tasks and maintain service level agreements, ensuring timely escalation of issues when necessary.
  • Conduct level 1 and 2 analysis, diagnosis, and resolution of technical issues for various end users, implementing corrective hardware solutions as required.
  • Manage incidents through help desk notifications and tracking systems.
  • Execute all requested modifications for users, including moves, additions, and changes.
  • Address customer inquiries through various communication channels.
  • Act as a liaison for the Global Help Desk, coordinating with infrastructure, application teams, and IT security as needed.
  • Maintain an inventory of all IT assets at the local site.
  • Contribute to team collaboration and knowledge sharing by creating knowledge base articles and adhering to established processes.
  • Ensure the completion of IT onboarding activities for new employees.
  • Provide on-call support during off-hours and weekends on a rotational basis.
  • Deliver onsite support to secondary locations as required.
  • Assist infrastructure engineering with the implementation of hardware and software solutions.
  • Monitor and respond to alerts via global monitoring technologies.
  • Support IT devices that facilitate operational technology.
  • Represent IT in operational technology projects.
  • Perform additional duties as necessary.

Qualifications:

Education:
High School diploma or equivalent.

Experience:
Minimum of 2 years in desktop support, with experience in supporting Windows endpoints and at least 1 year with Linux operating systems.

Skills:
Strong customer service orientation, problem-solving abilities, effective communication skills, and the capacity to work collaboratively within a team. Proficiency in technical documentation and interpersonal relationship building is essential.

Preferred:
A two-year technical degree in a computer science-related field.

Additional Information:
Jack Link's is an equal opportunity employer, committed to fostering a diverse and inclusive workplace. We adhere to all federal and state employment laws, ensuring a fair hiring process for all candidates.

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