IT Support Technician II

Our IT Support Technician II will provide Awesome Customer Service and support to team members and enterprise projects in a fast-paced environment.

The duties and responsibilities of this position shall consist of, but not be limited to, the following:

• Build and test standard system builds for PCs/Laptops/Handhelds, etc. and their associated hardware
• Install, configure, and troubleshoot PCs/Laptops/Handhelds, etc. and their associated software
• Identify and test patch sets for end user devices according to patch and security policies with the JLBJ environment
• Utilize and update enterprise ticketing system to keep record of work assigned and maintain expected Problem/Service Level Agreements with the business and if necessary ensure timely escalation of client problems
• Perform level 1 and 2 analysis, diagnosis, and resolution of technical problems for a variety of end users. Identify, test and implement corrective hardware solutions, including off-site repair, as needed
• Provide incident management through help desk notification and tracking
• Complete all requested move, add, and changes for customers
• Respond to customer issues through email, phone and in person requests
• Be a point of contact for the Jack Link’s Global Help Desk for IT support and coordinate with Global Infrastructure, application teams, and the IT Security Team as needed to support the business needs
• Maintain an inventory of all computers, monitors, printers, scanners, licenses, etc. for the local site
• As a part of the Jack Link’s Global Help Desk, be a part of team collaboration, knowledge growth (creating Knowledge Base articles for team use, share knowledge), and follow all processes and procedures
• Ensure completion of all IT onboarding activities for new team members
• Provide on-call, off-hours and weekend support, on a rotational basis, as assigned to support the JLBJ staff
• Provide onsite support, listed above, to second location 10% of time (1 day every month or as needed)
• Support Infrastructure engineering in technical implementations of hardware/software
• Provide global monitoring and alert response to events via Logic Monitor technology
• Support the IT devices that enable plant technology to run
• Be able to represent IT to the plant for Operational Technology projects
• Performs other duties and responsibilities as necessary

Requirements

Required Education:

• High School diploma or equivalent

Required Experience:

• 2+ years desktop support experience.
• 2+ years’ experience supporting Windows end points (Laptops Desktops).
• 1+ years Linux operating system.
• Strong customer-service orientation.
• Demonstrate strong problem-solving skills.
• Ability to work in a cross functional team.
• Ability to effectively communicate technical information to non-technical personnel.
• Able to read and understand technical manuals and procedural documentation.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Self-motivated and directed with keen attention to detail.
• Knowledge of current technological developments and trends in industry.
• Valid driver’s license and insurable.
• Ability to travel to other plants

Preferred:

• 2 year technical degree in computer science field

REQUIRED SKILLS, KNOWLEDGE and ABILITIES:

• Excellent verbal and written communication skills; must work effectively with all levels of management and team members
• Must demonstrate effective leadership, problem solving, presentation, and team member motivational skills.
• Proficient in Internet navigation, Microsoft Word, Excel, PowerPoint, and Outlook.