IT Support Specialist II

Heartland Technology Group

Position Summary:

The IT Support Specialist Il provides superior day‑to‑day hands‑on support to 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.

• 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.

• 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.

• 1-3 years experience troubleshooting windows PC's
• In-depth knowledge of Window desktop operating systems

• 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)

• High School Diploma
• CompTIA A+ or similar certifications

• Basic knowledge of Cisco, HP, and Palo Alto networking infrastructure, Connect Wise Manage and Connect Wise Automate, VMware vSphere, Logic Monitor, and Veem Backup.
• One or more of the following certifications:
  Network+, Server+, Microsoft Azure, Microsoft O365, Cisco Certification Technician (CCT), MD-102 Endpoint Administrator

Equal Opportunity Employer - Including Disabled and Veterans