Internal IT Support Engineer II

Job Type

Full-time

Description

Position Summary:

The Internal IT Support Engineer II specializes in service and support for Heartland Business Systems team members and internal IT systems. The primary duties include working directly with end users to troubleshoot and resolve IT related issues and to support and maintain company IT systems for all locations and entities. Additionally, an Internal IT Support Engineer II is expected to provide coaching and mentoring to junior team members.

Roles and Responsibilities/ Essential Functions:

• Analyze and troubleshoot IT related issues and apply understanding of computer software and hardware products and services to resolve end user problems.
• Receive and manage support requests from users having problems with computer software and/or hardware or inquiring how to use specific software, electronic mail, or operating systems.
• Work with end users to determine the nature of the problem, formulate a diagnosis, and assist with problem resolution.
• Utilize available resources to research issues and find solutions. Available resources include, but are not limited to, the Internet, product documentation, and co-workers.
• Set up new team members on the network following established procedures. This includes, but is not limited to, adding them to Active Directory, building the PC or laptop to be assigned to the user, setting up the hardware at the specified desk location if applicable, and verifying proper operation of the computer as it relates to logon, email access, application accessibility, and printing.
• Remove terminated team members from the network following established procedures. This includes, but is not limited to, securing the hardware, disabling the Active Directory account, forwarding email if applicable, removing the user from any Active Directory groups, imaging of the PC or laptop, and wiping the hard drive.
• Asset tag and catalog all new IT assets as specified by management and maintain asset to user tracking information.
• Provide recommendations for replacement of hardware/software that is beyond its lifecycle.
• Perform hardware and software upgrades.
• Train users on operation of software and hardware.
  
  

Requirements

Competencies:

• Accountability - Accountability looks at the extent to which an individual is willing to accept responsibility.
• Accuracy - Accuracy looks at the extent to which an individual’s work is correct and error free within company policies and guidelines.
• Adaptability - Adaptability looks at the extent to which an individual can fit into a changing working environment.
• Autonomy - Autonomy looks at the ability of the individual to complete assigned tasks with little oversight.
• Communication - Ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
• Customer Oriented - Customer orientation implies a desire to serve both external and internal clients by focusing effort on meeting the clients needs, understanding their concerns, and seeking to build trust.
• Detail Oriented - Detail orientation looks at the ability of the individual to pay meticulous attention to all aspects of a situation or task, no matter how small or seemingly unimportant.
• Efficiency – Ability to perform tasks and resolve issues in a quick and timely fashion.
• Enthusiastic - Enthusiasm looks at the eagerness or sense of excitement the individual brings to the position.
• Goal Oriented - Goal orientation looks at the ability of the individual to act to ensure that they and others stay focused on the task objective and perform in accordance with clear expectations and goals.
• Honesty / Integrity - Honesty and integrity looks at the ability of the individual to act in a fair and just manner, free from deception.
• Organized - Organizational skills looks at the ability of the individual to be structured and methodical in working skills.
• Presentation Skills - Presentation skills looks at the ability of the individual to effectively present information to a group.
• Prioritization – Ability to prioritize tasks based on levels of importance or criticality.
• Research Skills - Research skills looks at the ability of the individual to design and conduct a systematic, objective, and critical investigation.
• Time Management - Time management skills looks at the ability of the individual to effectively utilize available time for the completion of necessary job tasks.
• Working Under Pressure - Working under pressure looks at the ability of the individual to maintain composure when exposed to stress.
  
  

Required Experience:

• 3 to 5 years of related experience
• Printer and PC/Laptop hardware troubleshooting and repair experience
  
  

Required Skills, Education and/ or Certifications required:

• Associate’s Degree
• Computer Skills: Microsoft Office Suite, currently supported Windows Desktop OS(s)
  
  

Preferred Skills, Education and/ or Certifications required:

• Bachelor’s Degree
• A certification
• Microsoft Server Certification
  
  

Equal Opportunity Employer - Including Disabled and Veterans

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