IT Systems & Operations Support Specialist (Level II)

Location:

Elmore, OH Department:

Corporate IT Reports To:

IT Service Desk Manager Work Type:

100% Onsite in Elmore, OH Help Desk Technician The Help Desk Technician will provide remote, telephone, and in-person IT support to non-technical end users. This position will independently install, troubleshoot, maintain, repair, and upgrade computers, software, and peripheral equipment. The technician will resolve technical issues, fulfill service requests, and deliver timely, high-quality customer service. The technician will also provide hands-on support to the Infrastructure Team. This may include diagnosing, troubleshooting, installing, and maintaining network switches, wireless access points, network cabling, servers, process computers, network-connected production equipment, Zebra printers, and shop-floor computers. Primary Responsibilities Provide end-user IT support using established procedures, reference guides, scripts, and support tools. Interview users to gather information, identify problems, and guide them through diagnostic procedures. Troubleshoot and resolve hardware, software, connectivity, and peripheral-equipment issues. Image and configure computers and install approved software and peripheral equipment. Provide first-level network and account-administration support, including creating user accounts, maintaining passwords, assisting with file restorations, increasing storage allocations, and assigning appropriate access rights. Monitor the support inbox and ticketing system for incoming incidents and service requests. Document troubleshooting activities and maintain accurate ticket statuses. Communicate with users and other stakeholders throughout the resolution process. Escalate incidents and service requests when they cannot be resolved at the first-support level. Work within an IT Service Management environment and meet established incident-response and resolution service-level agreements. Assist the Infrastructure Team with the physical installation and troubleshooting of network, server, and production-floor technology. Qualifications Associate degree, college diploma in progress, or five years of equivalent IT support experience. Bachelor's degree preferred. At least two years of applied IT support or service-desk experience; three or more years preferred. Knowledge of standard business desktop hardware and software. Experience troubleshooting computers and technology in a Windows environment. Experience with PC or basic network administration. Experience providing customer support over the phone and in person. Familiarity with email-based support queues and ticketing systems. Strong verbal and written communication skills. Professional customer-service and problem-solving abilities. Ability to remain composed and productive during periods of high support volume. Strong organizational skills and the ability to prioritize competing tasks. Self-motivated and capable of working independently and collaboratively. Ability to perform effectively under pressure. Must be a U.S. citizen.

Pay:

$55,000.00 - $60,000.00 per year

Work Location:

In person