IT Support Technician II

T.M. Cobb / Haley Brothers, Inc.

IT Support Technician II – Job Description

Our manufacturing and distribution company operates five manufacturing plants, four distribution warehouses, and five sales offices. We pride ourselves that over the years, our constant has been the persistence of our Founder’s original vision: To supply lumber and building material dealers with a wide selection of quality products, knowledge, responsive service, and fair prices. Over half of our employees have been here for 20 years – a direct reflection of our company’s commitment to excellence. As an IT Support Technician II, you will Provide information technology support services to the TM Cobb and Haley bros company employees, and business operations while collaborating with IT team personnel to maintain company-wide operations through installation, configuration, setup, and troubleshooting hardware, software, virtual and cloud-based systems and services. Maintain users, devices and systems inventory for the companies eight (BP, RS, SB, SC, SK, RJ, RV, CC) physical locations, as well as the hybrid/cloud service systems and tools. Provide team leader or manager input for day-to-day product or service order requirements to better support the users and company operations. Participate as a technical resource in IT Special Projects (product rollouts, migrations, maintenance, upgrades, systems updates).

• Problem-solving - evaluate a problem and determine the best course of resolution based on IT department defined, and industry best practices, policies, or procedures. Utilizing knowledge, skills, and environment expertise to guide resolution. Identifying potential repeat or redundant reoccurring issues.
• Communication Skills - ability to communicate at all levels from client, supervisors, managers, or senior leadership to help everyone understand the problem and activity necessary to provide resolution. Utilizing verbal and written communication skills to effectively follow up, resolve and close support issues. Collaborate with client, or departments, as well as more senior IT team members to bring resolution to end-user, or business systems issues.
• Focus - ability to identify and stay focused on the core objective while wading through information gathered during the problem-solving process with clients and business.
• Customer Service Skills - ability to work closely with others, patiently while often under pressure for rapid resolutions. Help clients better understand the issue, as well as the systematic process to resolve and the estimated time to completion.

Duties/Responsibilities:

• Install, setup and configure hybrid cloud software, hardware, networks, and peripheral equipment and services.
• Troubleshoot and resolve end-user and company business operations issues quickly and effectively.
• Ensure company security measures, policies and procedures are adhered to.
• Maintain technical support procedures (run books) and reports.
• Analyze logs to determine trends or potential issues. • Support the implementation of new solutions, services, or IT projects.
• Create accounts for new users and assist with instructions for initial system setup and maintenance of passphrase and security best practices.
• Test and evaluate technology.
• Provide insight into IT technical requirements.
• Repair and/or replace equipment (physical and virtual) as necessary.

  T.M. Cobb/ Haley Brothers, Inc. provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Our company does not hire anyone under the age of 18.

Education:

Associate degree, bachelor’s degree or specific expertise certifications in current technologies with a focus on computer information systems, information technology, computer science or engineering or 2 years in a technical support role.

Technical Skills & Qualifications:

• Excellent customer support and relationship building skills.
• Excellent problem solving and analytical skills.
• Strong load balancing and organizational skills
• Basic networking systems understanding (routers, switches, firewalls, DHCP, DNS, TCP/IP)
• Basic cloud concepts understanding (IaaS, SaaS, PaaS, DBaaS, BaaS)
• Strong Windows 10 or higher Operating System experience
• Basic Windows Server Operating System experience
• MS Azure experience
• MS 365 experience
• Excellent computer hardware and software installation and troubleshooting experience.
• Familiarity with Virtualization technology (VMware vCenter, Hyper-V, KVM or other)
• Basic understanding database systems (MS SQL).

Preferred qualifications:

• 2 years of experience with Windows Operating System and MS Azure Cloud (Hybrid)
• 3 years of IT Support experience
• Organized and able to prioritize work.
• Sound written and verbal communication skills necessary to effectively interface with all levels of leadership.
• Experienced working with different operating systems (Windows, Linux, MacOS), hardware (physical and virtual) and network systems
• Desired experience with Windows Systems Administration, Active Directory, DHCP & DNS
• Certification in Microsoft, Linux, Cisco, VMware, Dell, etc.
• Experience in technical support, desktop support, or a similar role.