PC Support Specialist II

Position Summary:

Are you passionate about network infrastructure and customer service? Do you enjoy working in a fast-paced IT environment? Marathon Electric is seeking a highly motivated, innovative PC Support Specialist II to provide onsite technical support and assist with corporate infrastructure projects. Under the general direction of the Sr. Director – Information Technology, this position will provide onsite technical support for user assistance in all assigned software applications, support processes, maintenance of desktop/laptops, phones, basic network connectivity, user account management and permissions, audio/video, projectors, room and desktop video conferencing, and assisting on-site leadership team as necessary. This position may also support Corporate IT infrastructure projects from time to time in areas such as: PC/Server patching, PC imaging process, Anti-Virus and mobile device management deployment.

Major Responsibilities:

• Provides onsite and remote IT support for Marathon Plainfield location in terms of hardware, systems, teleconferencing, etc.
• Collaboration Support – Educate and advocate use of collaboration environments (O365, Outlook, Teams, Sharepoint, OneDrive). Demonstrate the efficiency and effectiveness of collaboration within the organization, across organizations, and with customers
• Asset Management: Reviews hardware/Software (PC,Server,Network, etc.) lifecycle and manages replacements based on corporate IT guidelines.
• Partners with Marathon IT team members through the sharing of technical IT knowledge and guidance.
• Maintains a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Security – Understand and assist with the tools and process required to identify, test, deploy and support security patches and antivirus definition files to all PCs and servers.
• Issue Resolution: Troubleshoots, diagnoses, and resolves end user and network issues. Researches, analyzes and recommends the implementation of software or hardware changes to rectify any deficiencies or to enhance network performance.
• Network Connectivity: Provides support for network connectivity or related network issues for the user community.
• Network Monitoring: Analyzes network activity and network problems to discover and prevent systematic errors. Recommends network design changes/enhancements for improved systems availability and performance.
• Audit Certification: Point of contact to review security, segregation of duty, backup retention and other audit requirements. Document and resolve any findings.
• Change Management: Follow Marathon ITSM processes to support end users and system changes.
• Performs related duties and fulfills responsibilities as required.

Required Education / Experience / Skills:

• Associate or Bachelor’s degree in Information Technology or related field and / or 3 years of equivalent work experience.
• Experience supporting Windows Server, VMWare.
• Experience supporting a hybrid remote work-from-home and in office workforce.
• Experience supporting Office 365 and identity management components.
• Excellent technical knowledge of laptop computers and Service Desk hardware, including but not limited to Windows 10 laptops and some experience with Active Directory.
• Strong ability to quickly learn new information system technology
• Strong organization and multi-tasking skills
• Strong analytical skills; ability to think big and scale quickly
• Excellent interpersonal, communication and influencing skills to establish trust, credibility and rapport at all levels of the organization; seen as humble, direct, and authentic.

Desired Qualifications:

• Knowledge of commercial enterprise-level tools and products to provide network services.
• Prior experience working in Helpdesk and/or server management roles
• Background working closely with IT administrators and engineers across the globe in a multi-national corporate environment
• Familiarity with Windows and Unix based server technologies
• Informing - Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or organization; provides individuals information so that they can make accurate decisions; is timely with information.
• Interpersonal Savvy - Relates well to all kinds of people, at all levels in the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Peer Relationships - Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers

Travel:

• Limited - Up to 10% may be required