Technical Support Specialist II

7 days ago


Jefferson, Wisconsin, United States Generac Power Systems Full time

Generac Power Systems is a leading energy technology company dedicated to powering a smarter world. With over 60 years of history, we've been at the forefront of energy innovation.

We're seeking an experienced Technical Support Specialist II to join our team. As a key member of our technical support team, you'll be responsible for providing expert technical support to our employees and customers.

The ideal candidate will have a strong background in troubleshooting PC's, printers, phone and network issues, as well as experience with software applications and related technology. You'll work closely with our System Matter Experts to resolve complex technical issues and provide exceptional customer service.

Main Responsibilities:

  • Provide hands-on technical support by installing, diagnosing, repairing, maintaining and upgrading laptops, desktops, phones, printers, bar code scanners and peripherals within an office and manufacturing environment
  • Support higher-level support specialists with local server hardware, operating systems, network infrastructure and telephony by delivering hands-on support through troubleshooting incidents with customers via phone or virtual communication
  • Perform assigned tasks with minimum supervision and manages efforts based on proper triage prioritization, documentation and closure; takes corrective action and/or escalates incidences to reduce service downtime
  • Create documentation on new issues resolved, root cause analysis as well as troubleshooting steps attempted prior to closing or escalation of service requests
  • Assist in the implementation(s) of business systems and manufacturing initiatives delivering configurations and end-user desktop support with adaptation and assistance of usage
  • Perform system upgrades; assist end-users with migrating to new applications and converting personally developed data files

Requirements:

  • Associate degree in Computer Science or equivalent experience
  • 2 years of experience troubleshooting PC's, printers, phone and network issues

Certifications:

  • MCSE (Microsoft Certified Systems Engineer)
  • MCTS (Microsoft Certified Technology Specialist)
  • CNA (Cisco Certified Network Administrator)
  • ITIL (Information Technology Infrastructure Library) certification

Preferred Requirements:

  • Bachelor's degree in Computer Science

Work Experience:

  • Combination of in-person support as well as virtual (remote) support

Estimated Salary: $65,000 - $85,000 per year, depending on experience and location. Generac Power Systems offers a competitive salary and benefits package, including medical, dental and vision insurance, 401(k) matching, and paid time off.



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