Technical Support Specialist II

7 days ago

Perry, Georgia, United States Jack Link's Beef Jerky Full time
Company Overview

At Jack Link's Protein Snacks, we embrace innovation and are committed to delivering quality products that fuel your adventures. As a family-owned leader in the snacking industry, we pride ourselves on our dedication to our customers and our communities. Our mission is to be the world's foremost protein snack company, driven by a passion for excellence and a commitment to our values.

Position Overview

The IT Support Technician II plays a crucial role in providing exceptional customer service and technical assistance to our team members. This position is essential in ensuring the smooth operation of our IT infrastructure in a dynamic environment.

Key Responsibilities
  • Develop and evaluate standard configurations for PCs, laptops, and handheld devices, along with their respective hardware.
  • Install, set up, and troubleshoot PCs, laptops, and handheld devices, ensuring software functionality.
  • Assess and validate patch sets for end-user devices in compliance with security protocols.
  • Utilize the enterprise ticketing system to document and track work, maintaining adherence to service level agreements.
  • Conduct level 1 and 2 analysis, diagnosis, and resolution of technical issues for diverse end users, implementing corrective hardware solutions as necessary.
  • Manage incidents through help desk notifications and tracking systems.
  • Facilitate all requested modifications, additions, and changes for users.
  • Address customer inquiries via email, phone, and in-person interactions.
  • Act as a liaison for the Global Help Desk, coordinating with various teams to meet business requirements.
  • Maintain an accurate inventory of all IT assets, including computers, monitors, printers, and licenses.
  • Participate in team collaboration and knowledge sharing, contributing to the development of internal resources.
  • Ensure completion of onboarding activities for new hires in the IT department.
  • Provide after-hours and weekend support on a rotational basis as required.
  • Deliver on-site support to secondary locations as needed.
  • Assist Infrastructure engineering with the implementation of hardware and software solutions.
  • Monitor global events and respond to alerts using Logic Monitor technology.
  • Support the IT devices that facilitate operational technology.
  • Represent IT in operational technology projects as necessary.
  • Perform additional duties as assigned.
Qualifications

Required Education:
  • High School diploma or equivalent.
Required Experience:
  • Minimum of 2 years in desktop support.
  • At least 2 years of experience with Windows endpoints.
  • 1+ years of experience with Linux operating systems.
  • Strong customer service skills.
  • Proven problem-solving abilities.
  • Ability to collaborate effectively within a team.
  • Capability to communicate technical information to non-technical individuals.
  • Proficient in reading and understanding technical documentation.
  • Strong interpersonal and relationship-building skills.
  • Excellent written and verbal communication skills.
  • Self-motivated with a keen attention to detail.
  • Awareness of current technological trends in the industry.
  • Valid driver's license and insurable.
  • Willingness to travel to other locations as needed.
Preferred:
  • Associate degree in a computer science-related field.
Required Skills, Knowledge, and Abilities:
  • Outstanding verbal and written communication skills; must interact effectively with all levels of staff.
  • Demonstrated leadership, problem-solving, presentation, and motivational skills.
  • Proficient in Microsoft Office Suite and internet navigation.
Additional Information

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER:
Jack Link's is committed to providing equal employment opportunities to all individuals, regardless of various protected characteristics.

E-VERIFY:
Jack Link's participates in the federal E-Verify program to confirm the identity and employment eligibility of newly hired employees. All information will be kept confidential according to EEO guidelines.

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