Technical Support Specialist III (Full Time)
Department: All Openings, Information Technology
POSITION SUMMARY:
Provide support for corporate desktops, laptops, mobile devices, and software. Prioritize and respond to helpdesk requests in a timely manner.
Provision, deploy, support, and upgrade desktop computers, thin clients, printers, and network equipment.
Review status of projects, tasks, and helpdesk tickets with management as required.
Prioritize and respond to helpdesk requests as directed.
Requisition equipment and software.
Provide remote support to offsite users.
Provide instruction and/or minor training to users.
Create and manage enterprise user accounts.
Restore files from backups.
Support networked manufacturing machinery.
Identify and resolve minor network problems.
Develop and update documentation (FAQs, how-to, procedures).
Continuously examine the processes and systems used in this function, and make suggestions for improvement.
Adhere to safety policies
Perform other related duties as required.
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The ideal candidate has a solid understanding of Windows, Active Directory, MS Office, DNS, DHCP, VPN, antivirus, and software licensing. Experience with Linux, virtualization, and scripting is preferred. Must be able to lift and carry desktop PCs, monitors, and printers. Reasonable accommodations may be made to enable individuals with disabilities. Must be flexible and ambitious, possess good communications skills, and be capable of prioritizing projects/tasks and driving them to completion.
Punctuality and dependability are absolute requirements. This position involves occasional exposure to confidential data, and therefore requires an individual to have a high level of professional integrity.
EDUCATION AND EXPERIENCE:
Requires an Associate degree in Computer Science or Information Systems, MCP and four years’ experience supporting desktop users in a corporate environment, or equivalent combination of education and experience.
Knowledge of PCs, servers, and familiarity with Windows operating systems is required to perform the duties of this position.
Required skills and experience:
Windows 7/8/8.1/10 in an Active Directory domain environment
Microsoft Office 2010 and up
TCP/IP and OSI model
Wired and wireless networking
System imaging and deployment tools (Ghost, ImageX, Systems Center OSD)
Software packaging and deployment using Systems Center or equivalent
Remote control tools
Remote Desktop Services (RDS/Terminal Services)
Mobile device support (Android, iOS, Blackberry, Windows)
Event log and log file analysis
Preferred skills and experience:
CAD software support (AutoCAD, Siemens NX)
Application virtualization (App-V)
Systems Management software (Landesk, SCCM)
Citrix XenApp
Citrix XenDesktop
VPN/Remote access (SSL-VPN and IPSec)
Network troubleshooting and packet capture tools (Wireshark, nmap, tcpdump)
Windows troubleshooting tools (pstools suite)
Scripting (VBscript, Powershell)
Virtualization (Hyper-V, vSphere, XenServer, VirtualBox)
Linux, OSX
LANGUAGE SKILLS:
The employee must possess the ability to communicate effectively with all internal and external customers in both written and oral form.
The work environment characteristics described here are representative of those the employee encounters while performing the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently exposed to an office environment; and occasionally exposed to manufacturing environment and elements such as odor, noise, dust, heat, cold, chemicals, or some element present which makes conditions less desirable than usually found in an office.
Overtime is required when necessary.
SAFETY AND POLICY PRACTICES:
The employee in this job must be knowledgeable in regard to the safety policies and procedures of the Company as described in the Company safety manual. The employee must adhere to all said policies and procedures while supporting the goals and objectives of the organization and recognize the Company’s need to achieve its business objectives.
