PC Support Specialist II

The PC Support Specialist II provides Tier 2 technical support for desktop systems, software, and peripherals across corporate offices, distribution centers, and field locations. This role ensures optimal functionality and performance of end-user devices, supports lifecycle refresh projects, and contributes to enterprise IT initiatives through collaboration, documentation, and continuous improvement

• Manage and Maintain IT Assets:
  Resolve Tier 2–3 issues involving hardware, software, networking, and business applications. Diagnose system errors, application errors, and performance issues. Support desktops, laptops, collaboration devices and ad-hoc solutions. Collaborate with IT teams to resolve and document recurring issues.
  50%
• Exemplify Professionalism and Quality Service:
  Demonstrate professionalism, delivering high-quality service with a proactive and solution-oriented approach with internal stakeholders, external customers, and vendors.
  45%
• Mobility and Flexibility:
  Ability to travel as required, and can lift and move equipment weighing up to 50 lbs. 5%

• Operating Systems:
  Advanced understanding of Microsoft Windows (10/11), macOS, and mobile platforms (iOS/Android).
• Networking Fundamentals: TCP/IP, DNS, DHCP, SMTP, VPNs, and Active Directory concepts.
• Enterprise Tools:
  Microsoft Office 365 suite, One Drive, Teams, and remote support tools.
• Security & Maintenance: OS patching, driver updates, antivirus, and endpoint protection.
• Hardware Lifecycle:
  Imaging, provisioning, hardware refresh, and safe disposal (e-waste).
• Troubleshooting:
  Ability to resolve complex hardware/software issues and see issues through to completion.
• Configuration & Setup:
  Desktop, notebook, mobile device setup, printer mapping, and A/V support.
• Automation & Scripting (preferred):
  Power Shell, VBScript, batch scripting.
• Documentation:
  Creating knowledge base articles and ticket trending analysis.
• Remote Support:
  Supporting distributed teams using remote tools and techniques.

• Network +, ITIL certification, A+ certification or Microsoft fundamental certifications.
• Minimum 3-5 years of experience in setup, configuration, troubleshooting of desktop, notebook, mobile hardware, and software (Windows/iOS/Android).
• Education can offset experience requirement.
• High level of experience supporting Microsoft Office 365 productivity tools, including the Office suite, Microsoft One Drive and Microsoft Teams.