User Support Technician

User Support Technician II

The Village Companies is family-owned and encompasses a diverse group of companies in three lines of business: manufacturing services, amusement, and consumer products. Combining each of these market focuses allows us to have a very unique perspective and group of resources to develop innovative solutions, products and experiences that few others can even dream of offering. The Village is united around our values and dedication to serve. To learn more about each of our companies, visit www.thevillage.bz.

Happiness at Work

Since you spend a lot of time at work, we do our best to make The Village of Companies a place where you can share your knowledge while learning new skills, build cool stuff, contribute continuous improvement ideas and make new friends while you’re at it. The Village of Companies offers work/life balance, casual attire, and fun & inclusion in a safe & clean work environment.

Reporting to the IT Manager, the User Support Technician II's primary responsibility will be to ensure proper computer support so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user requests and escalating incidents when considered appropriate and necessary to maintain service level agreement expectations. Problem resolution may involve the use of diagnostic tools, remote access, documentation, and service request tools.

A wide-range of responsibilities offers new challenges every day:

• First point of contact for organizing and carrying out users' incoming support requests via phone, in-person, remote support, etc.
• Successful candidate will log incidents, diagnose, investigate, and fix/resolve or escalate incidents, keeping users informed through completion. A pleasant and helpful demeanor is of absolute necessity.
• Implements, Installs, maintains, troubleshoots, and repairs computer hardware and software including servers, desktops, laptops, printers, phones, and peripherals on incoming tickets.
• Provides level 1 and 2 technical support to users via phone, e-mail, remote access, or in person within designated SLAs.
• Diagnoses and resolves all IT-related issues, document relevant findings to the knowledge base system.
• Drives issued tickets to resolution, including contacting external support when needed for escalated issues.
• Deploys new Operating Systems, including formatting, installing, and re-imaging Windows-based operating systems.
• Troubleshoots and maintains HP, Brady, Dymo, and Zebra printers.
• Maintains Active Directory user accounts to continuously promote IT best practices.
• Maintains inventory of all IT assets, including hardware and software.
• Monitor incoming system events/alarms and create new triggers as needed.
• Configure hardware devices/peripherals, system/service settings, file storage, etc. in accordance with standards and project/operational requirements. Participate in the PC Imaging process for desktops and laptops.
• Provide user accounts, passwords, and access as requested, using standard procedures.
• Maintain end-user installation and configuration procedures, documentation, and training information.
• Assist in the repair and recovery from hardware or software failures and system outages, by coordinating and communicating with impacted parties.
• Maintain working knowledge of remote connectivity software.
• Trains end users on OS, and MS Office suite-related topics.
• Provide input and assist in testing and selection of future technologies and devices.
• Apply software patches and upgrades.
• Be part of an On-Call Rotation for After Hours support

Education/Training:

• College degree in Computer Science preferred or equivalent work experience.
• 3 - 5 years of experience in Windows desktop support, customer tech support, and/or help desks.
• At least one of these certifications is required, more than one is preferred: CompTIA, Microsoft, or Cisco Certification

Knowledge/Skills/Abilities:

• Intermediate knowledge of Microsoft Office products, Windows, Active Directory, and related technologies.
• Intermediate knowledge of Office 365, Outlook, Terminal Servers, and related technologies.
• Intermediate knowledge of common computer hardware.
• Basic experience with queue management systems, LogMeIn, and Syteline or capability to learn.
• Critical thinking skills and analytical ability
• Attention to detail with the ability to adhere to company policies.
• Strong organizational skills with the ability to organize and work on own initiative and prioritize multiple priorities appropriately.
• Strong personal interaction and communication skills including the ability to communicate technical information to non-technical persons.
• Ability to learn new technology or software systems quickly and develop proficiency in unfamiliar systems and software.
• Consistently seeks to develop self and skills needed to be prepared for future opportunities.

Travel Requirements:

· Some travel within The Village companies between Pulaski and other Village company entity locations may be necessary.

We offer a full benefits package that gives our employees both unique perks and peace of mind, including: Medical, Dental, Life and Disability insurances, Vision coverage, On-site Fitness & Wellness Center, 401(k), Employee Assistance Program (EAP), tuition reimbursement, new employee on-boarding plus continuing development and training opportunities, and more!

Online Only Applications. No phone calls or in-person applications please.

No relocation assistance available.

EOE/including disability/veterans.

Job Type: Full-time

Pay: $24.00 - $34.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person

Salary : $24 - $34