IT Support Specialist II

The IT Support Specialist II plays a vital role in ensuring the smooth operation of IT services within Point Eight Power. This position involves providing advanced troubleshooting, managing escalated issues, and resolving complex technical problems. It requires direct direction with end-users, and external vendors to maintain efficient system operations. This is an on-site role that requires regular presence and travel to locations in Belle Chasse, LA, and Bay St. Louis, MS.

• Handle and resolve tickets assigned by the MSP, ensuring timely resolution within service level agreements (SLAs). Escalate complex issues as needed.
• Set up and configure new workstations, perform hardware troubleshooting and repairs, and manage local peripherals and security hardware.
• Assist with software installations, updates, and troubleshooting, including common issues like password resets, account lockouts and application errors.
• Maintain an accurate inventory of IT assets, track hardware lifecycles, and support the procurement of new equipment.
• Provide on-site support for user queries and issues, conduct training sessions for new software and systems, and serve as the primary contact for IT-related concerns.
• Perform basic network troubleshooting, assist with Wi-Fi access, and manage physical network infrastructure.
• Ensure compliance with IT policies and procedures, maintain the physical security of IT assets, and report any security incidents promptly.
• Keep detailed records of IT activities and resolutions, provide regular updates to the Director and MSP, and contribute to the knowledge base.
• Collaborate closely with the MSP and external vendors, assist with remote troubleshooting, and support larger IT initiatives.

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

Required Knowledge/Experience:

• High School Diploma and a minimum of 5 years of relevant experience.

Required Skill/Abilities:

• Maintain discretion and confidentiality.
• Familiarity with hardware and software platforms such as Dell, Cisco Meraki, and Sophos.
• Experience in network troubleshooting and basic hardware repairs.
• Strong critical thinking skills and the ability to escalate issues appropriately.
• Excellent communication and people skills.
• Proficiency in inventory management and IT asset tracking.
• Commitment to maintaining security and compliance standards.

Supervisory Requirements

This role does not have supervisory responsibilities.

Work Environment and Physical Demands

• FLSA executive and professional positions paid on a salary basis, where project requirements and tight client deadlines may require workweeks over forty (40) hours (including weekends or holidays)
• This role will be in office setting, however frequent visits to the production floor are required to oversee operations, ensure compliance and safety standards, and engage staff.
• Mobility: Ability to move around the manufacturing plant, including walking, standing, and climbing stairs.
• Manual Dexterity: Occasional use of hands to handle or feel objects, tools, or controls.
• Lifting: Ability to lift and carry items up to twenty-five (25) pounds. All lifting should be done following OSHA standards.
• Visual and Auditory Requirements: Must be able to see and hear well enough to navigate the plant safely and communicate effectively with team members.
• Protective Equipment: Must be able to wear personal protective equipment (PPE) as required, including safety glasses, ear protection, and steel-toed boots.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.