Technical Support Technician II

POSITION SUMMARY:

The Information Technology Technical Support Technician Level II has a primary mission to provide best-in-class technical services and solutions across the enterprise with skills and expertise in the areas of client devices, software, hardware, and network infrastructure. Technicians will provide a high-level of customer service throughout theorganization with a primary focus on systems availability, responsiveness, connectivity, security, and established service level metrics.

This position is responsible for the day-to-day technical support of client platform technologies. The duties encompass maintaining, analyzing, troubleshooting and repairing computer systems, wireless devices, software applications and hardware peripherals. In addition, this role will utilize solutions for incident and change request management submitted to the Service Desk by internal customers. Other responsibilities may include all duties performed by Level 1 Technicians, as well as user account administration, phone administration or other work activities as assigned, including participation in assigned technology projects.

ESSENTIAL FUNCTIONS:

Services & Operations Support

· Consistently deliver the best in customer service. Demonstrate respect, dignity, kindness, and empathy in each

encounter with customers, visitors, and other employees.

· Respond to verbal and written Service Desk requests and ensure requests are handled in a timely and efficient manner.

· Responsible for overall activities of Service Desk and Incident Management Process; working with others to ensure timely and accurate resolutions of problems and requests.

· Ensure that all requests are logged into ticketing system, that requests are updated, and promptly closed.

· Maintains IT equipment in office and manufacturing environments.

· Employs and maintains standards for file system permissions and security group membership.

· Manages directory services users accounts and access permissions based on corporate policies.

· Supports end-user’s IP telephony needs.

· Acts as a liaison between the internal customer and IT department.

· Thrives in a culture focused on continuous improvement and strong collaboration with internal support teams.

· Works with IT management, location management and corporate management to determine appropriate system solutions to local problems.

· Travels to support locations, when assigned, to resolve their technical needs.

· Provides technical training to users in areas impacting self-sufficiency.

· Provides technical training to other team members.

· Support and troubleshoot ABG’s IT infrastructure systems consisting of Cisco Meraki LAN / WAN / Wireless and IP Telephony (IPT) components, Microsoft Server Systems, tethered/untethered barcode scanning devices, label/laser printers, Microsoft Office 365 software, and others.

· Uses available resources, including internet searches, to identify technical solutions to desktop problems (both hardware and software).

· Maintain technical proficiency through professional reading, professional development courses and general awareness of current issues.

QUALIFICATIONS:

Education: • Bachelor’s Degree in Computer Science, Information Systems or equivalent from an accredited college or university is desirable.

EXPERIENCES:

• 3-5 years of Information Technology experience.

• 3 years of advanced desktop and peripheral support and troubleshooting is required.

• 3 years of advanced network connectivity and support experience is required.

• 3 years’ experience with Active Directory is required.

• 3 years of server support responsibility is required.

• 1 years Microsoft Azure experience is a plus.

• 1 years’ experience supporting and troubleshooting barcode scanners.

• Excellent organizational skills.

• Superb verbal and written communication skills.

• Advanced technical knowledge of Windows operating systems and tools.

• Experience supporting Microsoft Office 365, and other common desktop applications.

• Experience with onboarding\offboarding users, and the associated tasks.

• Demonstrated experience using an IT Support ticketing system.

• Ability to troubleshoot issues related to cellular devices.

• Ability to maintain IT policies, processes, procedures, and standards.

• Experience using and updating an IT Asset Management system is a plus.

• Experience using a Mobile Device Management system is a plus.

• Understanding of business applications, including ERP and financial systems is a plus.

• Knowledge of network infrastructure, including routers, switches, firewalls, and the associated network protocols and concepts. Skills:

• 3 years experience administering a Microsoft Server environment is a plus.

• 3 years experience administering a network infrastructure environment is a plus.

• A combination of IT technical support skills, along with exceptional customer focus and communications skills are required.

• Ability to work in a team environment is required.

• Must possess excellent interpersonal skills.

• Demonstrated understanding of general manufacturing business practices.

• Able to perform duties in a manufacturing environment.

• Able to manage stress under pressure.

• Able to prioritize projects/tasks, deliver quality results on time.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Experience:

• Computer networking: 3 years (Required)
• IT support: 3 years (Required)

Ability to Commute:

• Warminster, PA 18974 (Required)

Work Location: In person

Salary : $60,000 - $65,000