IT Support Specialist II

Silhouette International is the benchmark in premium eyewear. We are the market leader in customizable eyewear, creating high-quality products for perfect sight correction and sight protection. Outstanding quality combined with unique aesthetics give our brand its allure, turning every glasses-wearer into a fan of our products. Our eyewear is hand crafted in Linz, Austria under strict quality and sustainability guidelines.

We are looking for an IT Support Specialist to work on-site in our Green Island, NY location.

The IT Support Specialist primarily works with end users and technical groups to provide operational and technical support, troubleshooting, and/or recommend process or system improvements, and assists with helpdesk calls/emails. This role will act under the direct supervision of the IT Manager and will work collaboratively with other members of the IT Department in support of remote and onsite employees.

ESSENTIAL RESPONSIBILITIES

· Deliver solutions by identifying problems, researching answers, and guiding users through corrective steps

· Identify and upgrade existing IT infrastructure such as PC’s, Laptop, iPad and printers

· Educate and explain features and functionality of supported software applications

· Use outstanding customer service to troubleshoot and resolve issues in a timely manner

· Provide telephone, email, and remote support to end users

· Maintain records/logs of repairs and fixes and maintenance schedule

· Improve system performance by identifying issues and recommending changes

· Create end-user and internal support guides, manuals, one-page informational summaries, other written material as needed

· Responsible for all hardware inventory, documentation and maintenance.

· Perform troubleshooting to diagnose and resolve hardware/software problems

· Provide support of Windows 10 OS and Office 365, Microsoft Svr 2003 - 2016, Exchange Server, Active Directory, and basic networking.

· Provide technical training on an as needed basis to IT team and users.

· Support in configuration and training of Apple iPads

· Support AS400 application

· Take on additional responsibilities and projects as needed

· Setup, maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals. Includes LAN, WAN, and server systems

· Perform move/add/change for computer/LAN and phone systems

· Manage mobile devices via MDM (Airwatch)

EDUCATION/QUALIFICATIONS/EXPERIENCE

· Associates Degree in Computer/Engineering Sciences or equivalent experience

· Minimum of Three (3) years of industry experience and has demonstrated an ability to independently manage and resolve a variety of hardware/software support issues and requests; or equivalent

REQUIRED SKILLS/ABILITIES

· Excellent knowledge of Service Desk ITSM processes and software

· Technology background with a strong emphasis on Customer Service

· Outstanding organizational and time-management skills

· Great communication skills that can be tailored to the end users’ needs

· Thorough proficiency in entire Microsoft Office Suite with emphasis on Excel and Outlook

· Ability to learn quickly in a self-directed environment with minimal supervision

· Excellent diagnostic and problem-solving skills

· Ability to display current methodology when troubleshooting and resolving problems

· Strong work ethic and high level of initiative and efficiency

· Ability to learn quickly in a self-directed environment

· Ability to work with Global teams to ensure all US issues are communicated, updated and resolved expeditiously.

· A working knowledge of the current Microsoft Windows Desktop, Server, Office 365, Azure AD, LAN/WAN, IP

· At least one of the following certifications: CompTIA A , Network , Security .

PREFERRED SKILLS/ABILITIES

· Working knowledge of Windows environment

· Strong knowledge with Apple iPads both hardware/software

· Experience working with a helpdesk ticketing system.

· A working knowledge of the cisco phone system, Webex meeting

Silhouette Employees enjoy a competitive benefits package, generous PTO and 401K matching. PLUS a pleasant working environment, Free and discounted eyewear, and a FREE lunch every day in-office.

Silhouette Optical is an Equal Opportunity Employer

Job Type: Full-time

Pay: $24.00 - $26.00 per hour

Expected hours: 40 per week

Benefits:

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

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 3 years (Required)

Ability to Commute:

• Green Island, NY 12183 (Required)

Work Location: In person

Salary : $24 - $26