What are the responsibilities and job description for the IT Support Technician II position at Millennium Print Group?
Millennium Print Group "MPG", a subsidiary of The Pokémon Company International, is a unique and distinctive printer with facilities in The Research Triangle Park area of North Carolina, and North Carolina's Piedmont Triad.
Since its inception in 2014 under the current executive team, the Millennium Print Group has assembled a dedicated and highly talented staff of print professionals and has built a world-class organization that is customer focused, market-competitive, and quality driven.
Our unique ability offers a variety of services specializing in trading specialties and collectible cards. Since 2019, MPG has nearly tripled in size.
As IT Support Specialist II you will provide Tier 2 end-user support for 1200 staff in multiple locations and countries. This role will assist in the day-to-day operation, maintenance, and troubleshooting of corporate desktops, phones, audio video equipment and desktop applications.
What You Will Do
- Provide tier 2 technical support for a wide range of IT issues, including hardware, software, and networking problems.
- Demonstrate expert-level proficiency in troubleshooting and resolving hardware-related issues across various devices, ensuring seamless operations and minimal downtime.
- Utilize extensive hands-on experience with hardware components, including installation, configuration, and maintenance of desktops, laptops, printers, and peripherals.
- Offer advanced support and administration for Microsoft Office 365 suite, including but not limited to InTune, Exchange Online, SharePoint, Jira, Teams, and OneDrive, ensuring smooth user experiences and efficient collaboration tools.
- Diagnose and resolve complex technical issues related to enterprise-level business systems, leveraging O365 capabilities to enhance operational efficiency and productivity.
- Act as a subject matter expert in O365 applications, providing guidance, training, and documentation to users and lower-tier support staff.
- Proactively identify opportunities to enhance IT processes and systems, recommending and implementing improvements to optimize performance and user experience.
- Document solutions, procedures, and configurations to maintain a comprehensive knowledge base, enabling efficient issue resolution and knowledge sharing within the team.
What You Will Bring
- Proven experience in providing L2/L3 technical support in a corporate environment (manufacturing a plus).
- Expertise in Microsoft Office 365 administration and troubleshooting, including but not limited to InTune, Exchange Online, SharePoint, Jira, Teams, and OneDrive
- Proven experience ensuring smooth user experiences and efficient collaboration tools.
- Strong hands-on hardware skills with the ability to diagnose and resolve hardware-related issues.
- Knowledge of enterprise business systems.
- Excellent problem-solving and communication skills.
- Ability to work collaboratively in a fast-paced, dynamic environment.
- Relevant certifications such as Microsoft Certified: Modern Desktop Administrator Associate or similar qualifications are a plus.
How You Will Be Successful
- Communication: You have impeccable written and verbal communication with ability to translate technical information in a non-technical format. You're able to demonstrate active listening to make your customer feel heard and understood.
- Bias for Action: You have an eagerness to take initiative and persist in accomplishing objectives despite obstacles and setbacks. You work to resolve requests and incidents with a high sense of urgency and ownership.
- Great people skills: You're empathetic and understanding to employees who need your help. You aim to build effective relationships across the organizations, as well as externally with 3rd parties. You are mindful of diverse perspectives and display patience and professionalism working with employees having a range of computer competencies.
- Passion and Pride in your work: You love what you do and how you can add value to your clients; You ensure consistency and quality of your work and take a methodical approach to troubleshooting and resolution.
- Logical and analytical: You're able to distill and synthesize complex ideas into concise, meaningful information to clients. You're adept at prioritization and project management with attentiveness to detail and consistent follow through.
- Growth mindset: You thrive in a dynamic and fluid environment because you are a self-starter who is eager to learn, grow and build something great together; building and enhancing programs appeals to you. You have a desire to stay current on technology trends and Information Technology concepts.
- Service Orientation: You keep internal and external customer(s) in mind at all times. You strive to proactively address customer concerns and needs and to provide consistent customer satisfaction.
What to Expect
MPG offers a leading-edge compensation package which includes the following:
- A highly competitive compensation "above the industry" commensurate with experience which includes an annual incentive bonus plan
- 100% Employer-paid medical, dental base plan, vision, life/AD&D, and short-term and long-term disability, while subsidizing premiums for medical, dental, and vision for employee dependents
- 401(k) Plan with up to a 4% (dollar for dollar) Employer match
- Health Savings/Flexible Spending Account options
- Paid time off, including 9 company-paid holidays
- Employee Assistance Program
- Comprehensive relocation package available for qualified candidates
- And, much more!
Millennium Print Group is an Equal Opportunity Employer
The duties and responsibilities described above are essential functions of the job. The following qualifications are representative of the knowledge, skills, and or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
