Systems Support Specialist II

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 role can be based at our Waukesha, WI headquarters or Oshkosh, WI facility
  
  

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 through 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
• Travel may be required
  
  

Minimum Job Requirements

• Associate degree in Computer Science or equivalent experience
• 2 years of experience troubleshooting PC’s, printers, phone and network issues
  
  

Certification/License

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

Preferred Job Requirements

Education

• Bachelor's degree in Computer Science
  
  

Certification/License

• MCSE (Microsoft Certified Systems Engineer)
• MCTS (Microsoft Certified Technology Specialist)
• CNA (Cisco Certified Network Administrator)
• ITIL (Information Technology Infrastructure Library) certification
  
  

Work Experience

• Combination of in-person support as well as virtual (remote) support