Zingerman's Service Network IT Support Specialist II

IT Support Specialist II

Aka: Front End Support, Help Desk, Zing Geek

Salary Range - $24 - 30 / hour

Full Time - Shifts between 8:00am - 6:00pm Mon - Fri with regular rotating on call shifts.

Responsible for helping people to be successful with their technology.

Performance Expectations – Essential Functions

• Troubleshoot and effectively solve technical issues
• Provide an exceptional level of service to our clients
• Work one on one, face-to-face with our clients
• Use remote control software and online chat to work with our clients
• Monitor and respond effectively to help desk requests
• Consistently communicate with co-workers
• Use, maintain, and document standard operating procedures (SOPs) in daily work flow
• Manage user accounts and computer setup
• Install, modify, and maintain stand-alone and networked computer systems and applications
• Maintain basic infrastructure ethernet and phone wiring
• Manage and enhance Active Directory and Google Suites systems
• Inventory, track, and maintain a database of all technical assets
• Support cell phones, VoIP phone systems, and point-of-sale systems
• Support and maintain a variety of printers
• Manage warranty repairs with vendors
• Travel between businesses during work day providing onsite support
• Provide after hours on-call support on a regular basis.

Performance Expectations – Other Functions

• Assist with and manage projects
• Participate in continuous learning and independent training to stay current with technology
• Prepare and teach classes on a variety of subjects
• Participate on a regular basis in a committee or workgroup
• Perform meeting roles such as facilitation and note taking on a rotating basis
• Participate in Open Book processes, including huddles and annual planning
• Use Lean techniques for the work

The Success Patterns / Skills Needed are:

• Experience doing IT support in a business setting
• Experience with Google Workspace for Business
• At least 3 years experience with Apple Mac OS and iOS, Windows 10/11, Microsoft Office 365, and Microsoft Active Directory and Group Policy
• Experience with effectively diagnosing problems
• Experience with wireless and ethernet standards
• Experience with general computer hardware repair
• Experience with troubleshooting/repair of printers and copiers
• Familiarity with backup methodologies
• Familiarity with antivirus and malware solutions
• Experience with smart phone support
• Ideally familiar with Open Book and Lean
• Excellent written and verbal communication skills are essential
• Relevant certifications, such as CompTIA A , Network , or similar, are a plus

The Desired Personal Characteristics are:

• Innate desire to treat clients with respect
• Shows empathy and compassion in interactions
• High level of personal energy and strong interpersonal skills
• Can perform routine daily tasks with close attention to detail/accuracy
• Ability to work occasional evenings/weekends
• Ability to provide great service under sometimes stressful conditions
• Excellent follow-through skills essential
• Patience and ability to be interrupted
• Extremely well organized
• Can provide own transportation
• Enthusiasm for learning
• Self-directed and able to work independently and as part of a team
• Sense of humor / likes to have fun at work

Physical Requirements

• This position requires standing, sitting and walking
• Lifting up to 20 pounds
• Able to work at low and high levels for wiring and troubleshooting
• Comfortable working in slippery, noisy, dusty and busy production environments