Heartland Technology GroupDescription:
Position Summary:The IT Support Specialist Il provides superior day-to-day hands-on support to the organization’s end user laptops, desktops, peripherals, software applications, mobile devices, printers, and other tools that the end-users are provided. This position interfaces directly with internal customers and business units, provisioning solutions and troubleshooting user issues to resolution. This role provides 1-to-1 end user support and training. Additionally, this role serves as on-call support in a rotational basis for the entire enterprise. Typically, this role works onsite at an HBS client, full time.
Roles and Responsibilities/ Essential Functions:- Provide First and Second tier support of PC hardware & software, desk phones, printers, mobile devices, and other computer related equipment.
- Responsible for ticketing system entry and ticket maintenance/documentation; includes updating and maintaining Inventory records.
- Track, route, and redirect problems to correct resources.
- Identify PC hardware warranty repair and resolve as required.
- Provide timely and relevant updates to end users.
- Maintains currency of knowledge with respect to technology, equipment, industry trends, regulations, standards and/or systems.
- Participate in the on-call support rotation.
Requirements:
Competencies:- Customer Oriented: A desire to serve both external and internal clients by focusing effort on meeting the client’s needs, understanding their concerns, and seeking to build trust.
- Communication: The ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
- Analytical Skills: The ability of the individual to gather raw data and to process that data into a meaningful form.
- Problem Solving: The ability of the individual to recognize courses of action which can be taken to handle problems or potential problems and applying contingency plans to solve those problems.
- Adaptability: The extent to which an individual can fit into a changing working environment.
- Initiative: The ability of the individual to act and take steps to solve or settle an issue.
- Motivation: The ability of the individual to inspire and encourage others to reach a goal.
- Autonomy: The ability of the individual to complete assigned tasks with little oversight.
- Relationship Building: The ability of the individual to establish and maintain a good rapport and cooperative relationship with customers and co-workers.
Required Experience: - 1-3 years experience troubleshooting windows PC’s
- In depth knowledge of Window desktop operating systems
Preferred Experience: - 1-3 years’ experience working in a customer facing IT service role. Basic Knowledge of Microsoft Windows Desktop Operating System.
- Basic Knowledge of Microsoft Windows Desktop Operating Systems and roles.
- Basic Knowledge of Network printing, Antivirus software packages, core server administration within Microsoft Windows Server, Mac OS, Mobile operating systems (apple iOS and Android)
Required Skills, Education and/ or Certifications: Preferred Skills, Education and/ or Certifications: - Basic knowledge of Cisco, HP, and Palo Alto networking infrastructure, ConnectWise Manage and ConnectWise Automate, VMware vSphere, LogicMonitor, and Veem Backup.
- One or more of the following certifications: Network +, Server+, Microsoft Azure, Microsoft O365, Cisco Certification Technician (CCT), MD-102 Endpoint Administrator, CompTIA A+ or similar certifications
Equal Opportunity Employer - Including Disabled and Veterans
#HBS
Equal employment opportunity, including veterans and individuals with disabilities.
PI281170518
