Specialist II

Brief description

Brief description: The position involves assisting the Business Technology (BT) support teams with the technical support of IT infrastructure technology which includes, but is not limited to the following devices - workstations, laptops, iPads, PDA devices, printers, network equipment, telephones, backup appliances, wireless access points, server equipment, storage devices, routers, switches and any other technology used to conduct business at an operating company facility.

It also involves training the Support Specialist I associates as well as continued knowledge transfer to the BT support technicians. Additional requirements are to actively contribute to the development of policies and procedures to continuously improve and simplify technology services across the Sysco enterprise. This position is also responsible for participating in hardware roadmap planning sessions and testing new products to validate compatibility and functionality.

In addition, this position will also be the local escalation contact for any related IT support issues. Escalations will flow up to their Sysco Team Leads and to the BT Support Leads to quickly resolve any issues.

Team Leader, IT Local Support Specialist

Non-Exempt

H.S. Diploma and minimum 5 years’ experience associated with end user technology support and IT related environments.

• Experience with Slack, Artifactory, Dynatrace, Data Dog, Grafana, Kibana, Inteliu, Optimizely and Smart Sheet.
• Minimum of five years customer service experience in Computer Technology. Must possess excellent communication (written and verbal), organizational, and problem solving skills.
• Must effectively interact with several different personalities and levels of management.
• Must be self-motivated, resourceful, reliable, and trustworthy.
• Must be proficient at technical troubleshooting of desktop and laptop computers, mobile technology devices, Microsoft Windows, Microsoft Office, and other desktop software.
• Must have experience with supporting, installing, and configuring Order Entry applications.
• Must be able to use remote support tools to be able to troubleshoot remote computer devices.
• Must be available for after hour support and weekend on-call support as needed.

• Prioritize support calls using enterprise ticketing system and manage tickets with frequent updates, as well as escalating aging tickets, and trends as required.
• Purchase new equipment, repair parts, mice, keyboards, batteries, printer toner, supplies, etc. for workstations, laptops and peripherals devices from the approved standards list through Corporate IT Purchasing.
• Ensures software and hardware standards are adhered to at all times based on guidance from Corporate.
• Contribute to the development of policies and procedures.
• Ensuring software license compliance with all installed software.
• Responsible for imaging workstations using the standard images.
• Maintains and adheres to current system security policy.
• Ensure client agents for discovery tools, anti-virus and patch compliance updates are maintained at the most current levels.
• Provides secondary on-site support and knowledge transfer to the Desktop/Laptop support team and the Support Specialist I associates as required.
• Account administration and support for Order Entry applications.
• Assists with desktop hardware relocation where required.
• Responsible for local printers/copiers/faxes network connectivity, preliminary troubleshooting, toner replacement and coordination of third party on-site support.
• Responsible for and/or assists in special projects as assigned to include product evaluations and roadmap planning sessions.
• Maintain reliable “Hot Spare” Laptop/Desktop systems.
• Train and assist end users to effectively utilize the enterprise ticketing system.
• Dispose of old computer equipment utilizing approved recycling vendors.
• Provide onsite hands on support for devices supported by Infrastructure support teams.
• Provides telephone and mobile phone support, including voicemail and account administration, deployment/replacement of equipment.
• Assists with support of wireless access points, VPN connectivity, and company issued mobile telephone devices. Provides after hours and round-the-clock support for emergency trouble calls when needed.

As required by Manager

Applicants must be currently authorized to work in the United States. We are proud to be an Equal Opportunity and Aff irmative Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law. This opportunity is available through Sysco Corporation, its subsidiaries and affiliates.