This is a potential contract to direct hire full time position.

Level II Desktop Support / Help Desk

Swing shift 2pm - 11pm

Needs to have a manufacturing or distribution background - scanners and printers a main part of this job.

What I am looking for :

• On-site support in Monrovia, with light occasion (less than 10%) support in Lake Forest
• Someone with experience in manufacturing / distribution / logistic field in an enterprise environment.
• Someone that can help mentor Level I Techs, help with developing processes and procedures for service desk
• O365 support email, team, SharePoint, OneDrive. We are going all in with MS services.

As an IT Technical Specialist II within Information Technology team, this individual plays a critical role working closely with the business and across the Information Technology organization supporting IT business solutions and roadmaps.

In summary this position supports helpdesk and deskside services. Responsible for local systems infrastructure including planning, implementation and integration, and technical services and support.

Installs, maintains, and administers endpoints including hardware, software, and various configurations. Supporting technology in a 24x7 production environment.

• Works with general direction and supervision.
• Independently develops solutions that are thorough, practical, and consistent with functional or customer objectives.
• May be responsible for specific programs, customers and / or projects.
• Updates leadership on project / activity status.
• Periodic inspections of assigned helpdesk and deskside services to ensure policies are being maintained.
• Management of helpdesk and deskside service levels, and owned inventory.
• Plans and coordinates with various cross-functional teams and vendors to ensure desktop / deskside technology standards are adhered to, implemented, and future capacity / scalability needs are met.
• Performs maintenance on existing operating systems and hardware.
• Investigates and resolves system problems and performance issues.
• Schedules and coordinates installation and maintenance of software / hardware, and necessary communication.
• Performs initial root cause analysis on failed components, implements corrective measures and escalates appropriately.
• Responsible for following company specific systems engineering standards.
• Plans and coordinates with various cross-functional teams and vendors to ensure present and future capacity / scalability.
• Works with systems and network engineer group to support local IT infrastructure.
• Participates in design of new helpdesk and deskside services projects.
• Manages multiple activities related to helpdesk and deskside services.
• Serves as helpdesk and deskside services representative in cross-functional projects.
• Troubleshooting skills with current versions of relevant technology
• Builds relationships with customers to improve services
• Actively seeks to develop and apply understanding of industry standards, best practices, and emerging technologies to improve operations and reduce costs.
• Participate in on-call rotation to support production critical issues.
• Other duties as assigned.
• Expanding knowledge of related disciplinary areas
• Enhances own knowledge through understanding business trends and objectives.
• Understands and foresees implications of decisions.
• Places issues in context of organizational and functional objectives.
• Applies project management techniques.
• Experience providing support services for laptops, PC’s, phones and PC peripheral devices such as printers, docking stations and monitors in a work environment.
• Experience with using incident and problem management platforms.
• Able to create detailed technical documentation.
• Excellent customer service skills.
• Excellent verbal and written communications skills.
• Proficient knowledge in supporting Windows Desktops, including : Operating systems, hardware, encryption, anti-virus and peripherals.
• Proficient knowledge in supporting O365 services and applications.

Proficient knowledge in supporting manufacturing operations technology, such as : barcode label printers, bar code scanners (hand held and VMU’s), device management and alerting, and PLC / SCADA a huge PLUS!