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About the Role
The Systems Support Specialist II is responsible for providing technical support of desktop computers, laptops, telephones, peripherals, applications, and related technology. This position is expected to handle more complex or advanced technical support with assistance from System Matter Experts when required. The role involves answering user PC and software questions, serving as a liaison with the Information Technology Department, assisting with software training, and troubleshooting hardware and software applications. The employee may be at a remote site without quick access to higher tiers of support.
Responsibilities
- Provide hands-on 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 manage efforts based on proper triage prioritization, documentation, and closure; take corrective action and/or escalate incidents to reduce service downtime.
- Create documentation on new issues resolved, root cause analysis, and troubleshooting steps attempted prior to closing or escalating service requests.
- Assist in the implementation of business systems and manufacturing initiatives, delivering configurations and end-user desktop support with adaptation and assistance for usage.
- Perform system upgrades; assist end-users with migrating to new applications and converting personally developed data files.
- Follow operational standards for reporting, monitoring, troubleshooting, and sourcing issues with provided toolsets.
- Participate in Tier 1 call/ticket queue as necessary.
- Maintain asset inventory of software and hardware through asset management toolsets.
- Ensure all configurations comply with IT policies and security parameters.
- Consult with IT personnel as necessary to diagnose and resolve system or networking issues.
- Assist with the development, implementation, and management of policies, processes, and standards within the complex technical environment across data, voice, and video service delivery platforms.
- Establish and implement activities to improve technology compliance with internal policies and standards.
- Interact with vendors for incident resolution as required.
Requirements
- Associate degree in Computer Science or equivalent experience
- 2 years of experience troubleshooting PCs, printers, phone, and network issues
Skills
- Advanced knowledge of Microsoft technologies relating to the configuration and troubleshooting of previous and current versions of Microsoft Windows, Office, Outlook, network printing, active directory services, Exchange, O365
- Solid understanding of networking, wireless, and telecommunication fundamentals
- Solid understanding of assisting within Avaya or Cisco PBX in performing MAC and end-user utilization support
- Knowledge of operating systems (Windows Server and Linux OS), storage platforms, and hardware technologies
- Understanding/troubleshooting of Mobile technology and MDM as it relates to Smart Phones and Tablets
- Understanding of installation/configuration and troubleshooting of audio/visual equipment to include video/teleconferencing and projectors
- Strong problem-solving skills
- Solid verbal and written communication skills
- Willingness to actively contribute in a team environment
- Ability to be on-call and deliver support during operations service interruptions
- Ability to work later evening nights and weekends if required supporting business needs or IT initiatives
- Ability to travel among other facilities if needed
Location
- Berlin, Wisconsin
Work Type
- Onsite
Experience Level
- 2 years of experience
Education Level
- Associate degree in Computer Science
- Bachelor's degree in Computer Science
About the Company
- We believe power is a promise - a shared commitment to be there for others when it matters most.
- For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.
Equal Opportunity
- We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.