Systems Support Specialist II

For more than 65 years weve turned big ideas into solutions that help protect homes strengthen businesses and build a more resilient efficient sustainable energy future.

Ready to Power a Smarter World with us

The Systems Support Specialist II is responsible for providing technical support of desktop computers laptops telephones peripherals applications and related technology. This position is expected to handle more complex or advanced technical support with assistance of System Matter Experts when required. Answers user PC and software questions serve as liaison with the Information Technology Department assists with software training and troubleshooting hardware and software applications. Employee may be at remote site without quick access to higher tier of support.

*This position is on site at our facility in Belvidere Illinois

Minimum Qualifications:

• Associate degree in Computer Science or equivalent experience

• 2 years of experience troubleshooting PCs printers phone and network issues

Preferred Qualifications:

• Bachelors degree in Computer Science

• Additional certification: MCSE (Microsoft Certified Systems Engineer) MCTS (Microsoft Certified Technology Specialist) CNA (Cisco Certified Network Administrator) Avaya telephony certification or ITIL certification

Major Responsibilities:

• Provide hands on support by installing diagnosing repairing maintaining and upgrading laptops desktops phone printers bar code scanners and peripherals within an office and manufacturing environment.

• Support higher level support specialists with local server hardware operating systems network infrastructure and telephony by delivering hands on support thru troubleshooting incidents with customers via phone or virtual communication.

• Perform assigned tasks with minimum supervision and manages efforts based on proper triage prioritization documentation and closure; takes corrective action and/or escalates incidences to reduce service down time.

• Create documentation on new issues resolved root cause analysis as well as troubleshooting steps attempted prior to closing or escalation of service requests.

• Assist in the implementation(s) of business systems and manufacturing initiatives delivering configurations and end user desktop support with adaptation and assistances of usage.

• Perform system upgrades; assist end users with migrating to new applications and converting personally developed data files. Follow operational standards for reporting monitoring troubleshooting and sourcing issues with provided tool sets.

• Participate in Tier 1 call/ticket queue as necessary

• Maintain asset inventory of software and hardware through the asset management tool sets

• Ensures all configurations comply with IT policies and security parameters.

• Consult with IT personnel as necessary to diagnose and resolve system or networking issues.

• Assist with development implementation and management of policies processes and standards within the complex technical environment across data voice and video service delivery platforms.

• Establish and implement activities to improve technology compliance with internal policies and standards.

• Interact with vendors for incident resolution as required.

Knowledge Skills and Abilities:

• Advanced knowledge of Microsoft technologies relating to the configuration and troubleshooting of previous and current versions of Microsoft Windows Office Outlook network printing active directory services Exchange O365;

• Solid understanding of networking wireless and telecommunication fundamentals;

• Solid understanding of assisting within Avaya or Cisco PBX in performing MAC and end user utilization support;

• Knowledge of operating systems (Windows Server and Linux OS) storage platforms and hardware technologies;

• Understanding/troubleshooting of Mobile technology and MDM as it relates to Smart Phones and Tablets;

• Understanding of installation/configuration and troubleshooting of audio/visual equipment to include video/teleconferencing and projectors;

• Strong problem solving skills;

• Solid verbal and written communication skills and willingness to actively contribute in a team environment;

• Ability to be on-call and deliver support during operations service interruptions

• Ability to work later evening nights and weekend if required supporting business needs or IT initiatives

• Ability to travel among other facilities if needed

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Physical Demands: While performing the duties of this job the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop bend or reach above the shoulders. The employee must occasionallylift upto 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting close vision and the ability to adjust focus. Occasional travel.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation national origin disability status protected veteran status or any other characteristic protected by law.