SUPPORT TECHNICIAN II

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Job Title: Support Tech II

FLSA Status: Non-Exempt

Dept: Information Technology

Summary

The Support Tech II is a role that requires independent work and provides technical assistance and support related to computer systems, hardware, or software. You will be responsible for responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions. You will work directly with end users and must effectively communicate answers in a way that end users understand. Expected schedule: 7am to 4pm.

Essential Duties And Responsibilities

• Provide support for all desktop OS and MS applications.
• Monitor, communicate, and resolve all issues submitted to the help desk ticketing system in a timely and professional manner, meeting company SLAs.
• Be a customer service-focused resource to end users for proper system and application use.
• Assist in maintaining a correct inventory of computers and peripheral equipment.
• Provide detailed and accurate documentation of system configurations and other related material at management’s discretion/direction.
• Be proactive in communicating issues, problems, and potential issues to the supervisor as needed in a timely fashion.
• Provide technical support for all sites.
• Take initial telephone or email support requests.
• Strong analytical skills with meticulous attention to detail to troubleshoot various support issues.
• Configure and install hardware and software on computers.
• Install peripherals, printers, and scanners.
• Apply appropriate patches and software fixes.
• Escalate more complex issues to the next support level.
• Apply OS patches and upgrades regularly and upgrade administrative tools and utilities.
• Demonstrate an ability to think critically and creatively about cognitive processes.
• Ability to work both in collaborative and individual environments
  
  

Education And/or Experience

• 4 years of experience or a degree in Information Technology
• N certification
• Cisco Meraki experience
• SQL
  
  

Other Information

• Requires periodic weekend work.
• Must be able to work in a cold environment when required.
• Ability to communicate complex ideas to technical and non-technical audiences.
  
  

Physical Demands

This job will require moving, installing, or relocating IT equipment, which may involve lifting, moving, or forcing objects of various weights, as reflected below.

• Up to 10 pounds: Lifted or exerted for under 1/3 of the time.
• Up to 25 pounds: Lifted or exerted for under 1/3 of the time.
• Up to 50 pounds: Lifted or exerted for under 1/3 of the time.
• Up to 100 pounds: Lifted or exerted for under 1/3 of the time.
• More than 100 pounds: Lifted or exerted for none of the time.
  
  

Work Environment

Office environment and fast-paced food production environment

While performing some of the duties of this job:

the employee may be exposed to various workspaces, slippery, wet, and/or humid conditions, and extreme cold temperatures.

Exposure to high-speed equipment and production machinery that contains sharp and fast-moving parts.

Warehousing equipment, such as lift trucks, pallet loaders, and other warehousing equipment

The noise level in the work environment is moderate.

Cold Temperature:

Important Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and perform any other job-related duties requested by anyone authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to their health or safety or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.

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