The IT Support Technician II role is to ensure the stability, integrity, and efficient operation of PCs and other nodes on the network that support end-user organizational functions. This includes designing, installing, configuring, administering, and fine-tuning of operating systems and components across the organization in a timely and efficient manner. The IT Support Technician II will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues to maximize the benefit of IT systems investments.

Typical Duties and Responsibilities:

• Troubleshoot, maintain and resolve hardware and software problems, including end user PCs, printers, PC controlled manufacturing equipment, applications, etc.
• Maintain, troubleshoot, and deploy production facility scanning and printing equipment.
• Image, configure, and deploy new computer hardware.
• Use helpdesk software to track information, status, and resolution for all requests, projects and tasks.
• Create and maintain users in Active Directory.
• Coordinate and participate in key IT process improvements throughout the organization.
• Ensure that workstations comply with established policies, security standards, licensing agreements, and configuration guidelines.
• Recommend and execute modifications to workstations in order to improve efficiency, reliability, and performance.
• Conduct research on hardware and software in support of procurement and system development efforts.
• Coordinate and participate in deployment of service packs, hot fixes, system updates, and vendor-supplied patches according to best practices.
• Ensure that any new software integration into company systems meets functional requirements, system compliance, and interface specifications.
• Build, develop, and grow any business relationships both inside and outside of the company for vital success of any project.

General Qualifications, Skills, and Abilities:

• Technical certificate or degree in Information Technology and 1 year direct work experience in the Information Technology field.
• Operating systems experience with Windows 7/8/10/11, Server 2012/2012 R2/2016/2019.
• Technically competent with various software programs including Microsoft products, such as 365, Office Suite, SharePoint, and Active Directory.
• Solid working knowledge of current Internet technologies including VPN, web filtering tools, and cloud-based solutions.
• Experience at working both independently and in a team-oriented, collaborative environment is essential.
• Ability to prioritize tasks and conform to shifting priorities, demands, and timelines.
• Ability to research, learn, understand, and apply innovative technologies.
• Ability to communicate and elicit cooperation of team members and contractors who come from a broad spectrum of disciplines.
• Strong written and oral communication skills.
• Strong customer service and interpersonal skills.
• Overtime may be required to meet project deadlines.
• Periodic walking on concrete and production facility environment.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.
• Physically able to lift up to 40lbs.
• Some travel will be required for the purpose of meeting with vendors and off-site support, including air travel.
• On-call for after-hours support via cell phone.

Keywords: help desk, service desk, customer service, IT support, IT help