IT Service Technician Tier II

Overview

Great Day Improvements / Champion Window - IT Service Desk Technician Tier II

Great Day Improvements is currently seeking a qualified candidate for the full-time position of Service Desk Technician Tier II. This position is a shared service role that supports all brands under Great Day Improvements and their respective systems and technologies. This individual will provide advanced technical support, act as an escalation point for Tier 1 support, troubleshooting, and process improvement efforts.

Responsibilities

• Act as an escalation point for Tier 1 support, handling technical issues, ensuring timely resolutions.
• Troubleshoot and resolve advanced hardware, software, networking, and system issues.
• Provide technical support to users across multiple sites via phone, email, in person, and remotely, ensuring seamless assistance in both office and manufacturing environments.
• Manage and support Windows, MacOS, iOS, and Android devices, including applications, system access, and hardware.
• Perform user account management, including provisioning, deprovisioning, and access control in Active Directory, Azure, and other enterprise systems.
• Support IT infrastructure components such as VPN, printers, VoIP phones, and enterprise applications.
• Assist with deployment and configuration of IT systems, including imaging and provisioning of Windows and Mac devices.
• Document, track, and monitor cases using FreshService and other ITSM tools.
• Provide support for enterprise applications (ERP, CRM systems) by managing user access and troubleshooting issues.
• Ensure compliance with IT Security policies and best practices while supporting security initiatives.
• Participate in IT projects, including system upgrades, deployments, and process improvements.
• Work closely with other IT teams, departments, and vendors to ensure seamless IT operations.
• Develop and maintain technical documentation and knowledge base articles.
• Provide support and training to Tier 1 IT support staff.
• Rare travel, work after hours, weekends, and on-call shifts as needed for projects.
  
  

Qualifications

• Minimum of 3 years of experience providing IT support.
• Strong troubleshooting skills in Windows 11, MacOS, iOS, and Android environments.
• Experience managing user accounts in Active Directory, Azure, and Office 365.
• Experience with ITSM ticketing systems such as FreshService, Jira, Zendesk, or other tools.
• Knowledge of MDM/EMM solutions for managing mobile and desktop devices.
• Familiarity with enterprise applications such as Office 365, Microsoft Teams, OneDrive, InFor, Centah, Microsoft Dynamics, and other business software.
• Proficiency in networking fundamentals, including TCP/IP, VPN, DHCP, and DNS troubleshooting.
• Experience supporting VoIP telephone systems.
• Experience with industrial handheld scanners, label printers, and other specialized hardware is a plus.
• Strong documentation and knowledge-sharing skills.
• Certifications such as CompTIA A , Network , Microsoft certifications, or equivalent training preferred.
  
  

GDI is an Equal Employment Opportunity Employer

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