Computer Support Technician

Summary: The Computer Support Technician II provides first-tier end user computer support on a variety of issues. They respond to incoming help requests from end users via telephone, help desk tickets, and Microsoft Teams. They are responsible for the initial setup of desktop and laptop computers. They add or replace memory, keyboards, and other computer components and peripherals. They configure, test, and troubleshoot network connectivity for local and remote computers or devices. They prioritize and schedule problems and escalate (when required) to the appropriately experienced specialist.

Essential Duties and Responsibilities:

• Provides support and maintenance of IT, assisting with the administration of network and wireless infrastructure, computers, printers, and databases.
• Works well with internal company customer base. Is able to communicate clearly and completely.
• Receives and responds to telephone calls and emails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
• Asks questions to ascertain from computer users the nature of problems, determines if problems are caused by hardware, such as modem, printer, cables, or telephone; formulates diagnosis; and assists users through problem solving steps.
• Talks with co-workers to research problems and find solutions.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Takes on more difficult issues that are passed up from Level 1 technicians.
• Able to handle pressure from competing priorities and needs of the organization, making good decisions to resolve issues in compliance with company directives and management guidance.
• Able to do research online to solve difficult problems.
• Documents solutions in an organized way.
• Executes troubleshooting, server builds, installations, and migrations to the organization's operating system; and configures new computers and printers for network use.
• Should have 4-6 years of help desk IT experience.
• Should have certificates of continuing education important to demonstrate continuous learning. The required levels of education/certifications are at the discretion of the IT Director. These can include:

o Apple Certified Systems Administrator

o CompTIA A+ Certifications

o HDI Technical Support Professional

o ITIL Foundation Certification

o Microsoft Certifications

o Other advanced learning or education as approved by IT Director

Functions:

• Recommends safety measures to mitigate risks, assures applications and servers are operating within established policies and procedures, and assures accuracy and compliance of work with project quality standards.
• Installs and performs maintenance on all company servers.
• Assists with vendor relations, procurement, installation, and implementation of information as appropriate.
• Is very proficient in prioritizing tasks and responsibilities in accordance with company policies, company priorities and guidance from management.
• Contacts customers and technical staff to identify respond to their IT needs and requirements.
• Supports the teams that handle social media, video and graphics, and web setup.
• Documents new systems build processes and maintains documentation of standard operating procedures of new architecture deployment.
• Assures the IT team maintains a high level of customer satisfaction while completing daily issue and service requests.
• Trains and participates in professional development sessions.
• Technical Specifics

o Knowledgeable of Sophos management

o Works with server software management

o Experience with VoIP

o Extensive PBX troubleshooting

o Works on backups and restoring backups

o Helps to manage company firewalls

o Experience in virtualization of network drives

o Knowledge and use of PowerShell scripts

o Management of Azure

o Install and trouble shoot security cameras

o Proven experience with troubleshooting skills and resolution

o Intimate knowledge of manufacturing control systems connectivity

o Solid Understanding of:

• Network Security
• Firewalls
• VPN technology
• Broad knowledge of virus environments
• Understands basics of administering enterprise-wide systems such as ERP, CRM, SQL, Factory systems and other mission critical software systems
• Basic Ticketing Systems

Requirements:

o Excellent communication and collaboration experience directly with customers and providing advice on the best course of action

o Excellent customer service skills

o Excellent verb and written communication skills and interpersonal skills

o Excellent Project management, organizational, and time management skills to navigate

o Excellent attention to detail

Education and/or Experience:

High School diploma 

Vocational or technical training preferred

4-6 years experience

CompTIA A+ preferred or equivalent experience

Customer Service experience is a required