Systems Support Specialist II

Generac Power Systems; Belvidere (IL); On-site; USD 60,000 - 78,000; Full time

Job summary

Generac Power Systems is seeking a Systems Support Specialist II to deliver hands-on desktop, laptop, and peripheral support in a manufacturing and office environment at our Belvidere, IL facility. You will troubleshoot devices, software, and telephony, and work with Tier-3 SMEs when needed to resolve complex incidents.

The role requires an associate degree in CS or equivalent experience, 2 years of hardware/software troubleshooting, and strong knowledge of Windows, AD, and MS Office.

Qualifications

• Associate degree in Computer Science or equivalent experience.
• 2 years of experience troubleshooting PCs, printers, phones and network issues.
• Bachelor’s degree in Computer Science preferred; ITIL/MCSE/Cisco certifications are a plus.

Responsibilities

• Provide hands-on support by installing, diagnosing, and repairing laptops, desktops, phones, printers and peripherals.
• Troubleshoot software/hardware issues and support network and telephony infrastructure.
• Escalate incidents to Tier 3 and document actions for knowledge base.
• Assist with IT policy adherence, asset inventory, and system upgrades.
• Participate in on-call rotation and support after-hours needs.

Skills

Windows troubleshooting

Networking basics

End-user support

Telephony support

Documentation

On-call support

Education

Associate degree in Computer Science

Bachelor's degree in Computer Science

Tools

MS Server

Active Directory

Office 365

Avaya/Cisco PBX

Job description

We believe power is a promise - a shared commitment to be there for others when it matters most.

For more than 65 years, we’ve turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.

Ready to Power a Smarter World with us?

The Systems Support Specialist II is responsible for providing technical support of desktop computers, laptops, telephones, peripherals, applications, and related technology. This position is expected to handle more complex or advanced technical support with assistance of System Matter Experts when required. Answers user PC and software questions, serve as liaison with the Information Technology Department, assists with software training, and troubleshooting hardware and software applications. Employee may be at remote site without quick access to higher tier of support.

*This position is on site at our facility in Belvidere, Illinois

Minimum Qualifications:

• Associate degree in Computer Science or equivalent experience

• 2 years of experience troubleshooting PC’s, printers, phone and network issues

Preferred Qualifications:

• Bachelor’s degree in Computer Science

• Additional certification: MCSE (Microsoft Certified Systems Engineer), MCTS (Microsoft Certified Technology Specialist), CNA (Cisco Certified Network Administrator), Avaya telephony certification or ITIL certification

Major Responsibilities:

• Provide hands on support by installing, diagnosing, repairing, maintaining and upgrading laptops, desktops, phone, printers, bar code scanners and peripherals within an office and manufacturing environment.

• Support higher level support specialists with local server hardware, operating systems, network infrastructure and telephony by delivering hands on support thru troubleshooting incidents with customers via phone or virtual communication.

• Perform assigned tasks with minimum supervision and manages efforts based on proper triage prioritization, documentation and closure; takes corrective action and/or escalates incidences to reduce service down time.

• Create documentation on new issues resolved, root cause analysis as well as troubleshooting steps attempted prior to closing or escalation of service requests.

• Assist in the implementation(s) of business systems and manufacturing initiatives delivering configurations and end user desktop support with adaptation and assistances of usage.

• Perform system upgrades; assist end users with migrating to new applications and converting personally developed data files. Follow operational standards for reporting, monitoring, troubleshooting and sourcing issues with provided tool sets.

• Participate in Tier 1 call/ticket queue as necessary

• Maintain asset inventory of software and hardware through the asset management tool sets

• Ensures all configurations comply with IT policies and security parameters.

• Consult with IT personnel as necessary to diagnose and resolve system or networking issues.

• Assist with development, implementation, and management of policies, processes and standards within the complex technical environment across data, voice and video service delivery platforms.

• Establish and implement activities to improve technology compliance with internal policies and standards.

• Interact with vendors for incident resolution as required.

Knowledge, Skills and Abilities :

• Advanced knowledge of Microsoft technologies relating to the configuration and troubleshooting of previous and current versions of Microsoft Windows, Office, Outlook, network printing, active directory services, Exchange, O365;

• Solid understanding of networking, wireless and telecommunication fundamentals;

• Solid understanding of assisting within Avaya or Cisco PBX in performing MAC and end user utilization support;

• Knowledge of operating systems (Windows Server and Linux OS), storage platforms and hardware technologies;

• Understanding/troubleshooting of Mobile technology and MDM as it relates to Smart Phones and Tablets;

• Understanding of installation/configuration and troubleshooting of audio/visual equipment to include video/teleconferencing and projectors;

• Strong problem solving skills;

• Solid verbal and written communication skills and willingness to actively contribute in a team environment;

• Ability to be on-call and deliver support during operations service interruptions

• Ability to work later evening nights and weekend if required supporting business needs or IT initiatives

• Ability to travel among other facilities if needed

#LI-BB1

Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionallylift upto 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law."