General Summary The PCS Support Specialist II provides Tier 2 technical support for desktop systems, software, and peripherals across corporate offices, distribution centers, and field locations. This role ensures optimal functionality and performance of end-user devices, supports lifecycle refresh projects, and contributes to enterprise IT initiatives through collaboration, documentation, and continuous improvement. Duties & ResponsibilitiesManage and Maintain IT Assets (50%) Resolve Tier 2 and Tier 3 issues involving hardware, software, networking, and business applications. Diagnose system, application, and performance-related issues. Support desktops, laptops, collaboration devices, and other technology solutions. Collaborate with IT teams to resolve and document recurring issues. Exemplify Professionalism and Quality Service (45%) Demonstrate professionalism while delivering high-quality technical support. Maintain a proactive, customer-focused, and solution-oriented approach. Partner effectively with internal stakeholders, external customers, and vendors to ensure positive outcomes and service excellence. Mobility and Flexibility (5%) Travel as required to support business operations and IT initiatives. Lift and move equipment weighing up to 50 pounds. Knowledge, Skills, and Abilities (KSAs)Operating Systems Advanced understanding of Microsoft Windows 10/11, macOS, and mobile platforms (iOS and Android). Networking Fundamentals Knowledge of TCP/IP, DNS, DHCP, SMTP, VPNs, and Active Directory concepts. Enterprise Tools Experience supporting Microsoft 365/Office 365, including Outlook, Teams, OneDrive, and related productivity applications. Familiarity with remote support tools and technologies. Security & Maintenance Understanding of operating system patching, driver updates, antivirus solutions, and endpoint protection. Hardware Lifecycle Management Experience with imaging, provisioning, hardware refresh initiatives, and proper e-waste disposal processes. Troubleshooting Strong analytical and problem-solving skills with the ability to independently resolve complex hardware and software issues from identification through resolution. Configuration & Setup Experience configuring and supporting desktops, laptops, mobile devices, printers, and A/V equipment. Automation & Scripting (Preferred) Exposure to PowerShell, VBScript, or batch scripting. Documentation Ability to create knowledge base articles, maintain technical documentation, and perform ticket trend analysis. Remote Support Proven ability to support distributed teams using remote support tools and techniques. Education and Experience Requirements Associate degree in Computer Science or a related field. Industry certifications such as CompTIA A+, Network+, ITIL, or Microsoft Fundamentals certifications preferred. Minimum of 3 to 5 years of experience configuring, troubleshooting, and supporting desktop, laptop, and mobile hardware and software in Windows, iOS, and Android environments. Relevant education may be considered in lieu of some experience requirements. Strong experience supporting Microsoft 365 productivity tools, including Microsoft Office applications, OneDrive, and Teams.

Pay:

$22.00 - $23.00 per hour Expected hours: 40.0 per week

Work Location:

In person