IT Support Specialist II

Heartland Business Systems; Little Chute (WI); On-site; USD 42,000 - 65,000; Full time

Job summary

Heartland Business Systems is seeking an IT Support Specialist II to provide superior day-to-day hands-on support for end-user laptops, desktops, peripherals, software applications, mobile devices, printers, and other tools. The role interfaces with internal customers and business units and performs 1-to-1 end-user support and training onsite with clients.

You will participate in rotating on-call coverage and manage ticketing and inventory records, while staying current with technology trends.

Qualifications

• 1-3 years experience troubleshooting Windows PCs.
• In depth knowledge of Windows desktop operating systems.
• Strong customer service and communication skills.
• Ability to work onsite at client locations.
• Proactive problem solving and ticketing workflow experience.

Responsibilities

• Provide First and Second tier support of PC hardware & software, desk phones, printers, mobile devices, and other computer related equipment.
• Responsible for ticketing system entry and ticket maintenance/documentation; includes updating and maintaining Inventory records.
• Track, route, and redirect problems to correct resources.
• Identify PC hardware warranty repair and resolve as required.
• Provide timely and relevant updates to end users.
• Maintains currency of knowledge with respect to technology, equipment, industry trends, regulations, standards and/or systems.
• Participate in the on-call support rotation.

Skills

Customer oriented

Communication

Analytical skills

Problem solving

Adaptability

Initiative

Motivation

Autonomy

Relationship building

Education

High School Diploma

Job description

Position Summary

The IT Support Specialist Il provides superior day-to-day hands-on support to the organization’s end user laptops, desktops, peripherals, software applications, mobile devices, printers, and other tools that the end-users are provided. This position interfaces directly with internal customers and business units, provisioning solutions and troubleshooting user issues to resolution. This role provides 1-to-1 end user support and training. Additionally, this role serves as on-call support in a rotational basis for the entire enterprise. Typically, this role works onsite at an HBS client, full time.

Job Type

Full-time

Description

The IT Support Specialist Il provides superior day-to-day hands-on support to the organization’s end user laptops, desktops, peripherals, software applications, mobile devices, printers, and other tools that the end-users are provided. This position interfaces directly with internal customers and business units, provisioning solutions and troubleshooting user issues to resolution. This role provides 1-to-1 end user support and training. Additionally, this role serves as on-call support in a rotational basis for the entire enterprise. Typically, this role works onsite at an HBS client, full time.

Roles and Responsibilities/ Essential Functions

• Provide First and Second tier support of PC hardware & software, desk phones, printers, mobile devices, and other computer related equipment.
• Responsible for ticketing system entry and ticket maintenance/documentation; includes updating and maintaining Inventory records.
• Track, route, and redirect problems to correct resources.
• Identify PC hardware warranty repair and resolve as required.
• Provide timely and relevant updates to end users.
• Maintains currency of knowledge with respect to technology, equipment, industry trends, regulations, standards and/or systems.
• Participate in the on-call support rotation.

Requirements

Competencies

• Customer Oriented: A desire to serve both external and internal clients by focusing effort on meeting the client's needs, understanding their concerns, and seeking to build trust.
• Communication: The ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
• Analytical Skills: The ability of the individual to gather raw data and to process that data into a meaningful form.
• Problem Solving: The ability of the individual to recognize courses of action which can be taken to handle problems or potential problems and applying contingency plans to solve those problems.
• Adaptability: The extent to which an individual can fit into a changing working environment.
• Initiative: The ability of the individual to act and take steps to solve or settle an issue.
• Motivation: The ability of the individual to inspire and encourage others to reach a goal.
• Autonomy: The ability of the individual to complete assigned tasks with little oversight.
• Relationship Building: The ability of the individual to establish and maintain a good rapport and cooperative relationship with customers and co-workers.

Required Experience

• 1-3 years experience troubleshooting windows PC's
• In depth knowledge of Window desktop operating systems

Preferred Experience

• 1-3 years' experience working in a customer facing IT service role. Basic Knowledge of Microsoft Windows Desktop Operating System.
• Basic Knowledge of Microsoft Windows Desktop Operating Systems and roles.
• Basic Knowledge of Network printing, Antivirus software packages, core server administration within Microsoft Windows Server, Mac OS, Mobile operating systems (apple iOS and Android)

Required Skills, Education and/ or Certifications

• High School Diploma

Preferred Skills, Education and/ or Certifications

• Basic knowledge of Cisco, HP, and Palo Alto networking infrastructure, ConnectWise Manage and ConnectWise Automate, VMware vSphere, LogicMonitor, and Veem Backup.
• One or more of the following certifications: A+, Network +, Server+, Microsoft Azure, Microsoft O365, Cisco Certification Technician (CCT), MD-102 Endpoint Administrator or similar certifications
• CompTIA A+ or similar certifications

Equal Opportunity Employer - Including Disabled and Veterans

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