Company Generac Power Systems
Name Systems Support Specialist II
Req # 64314
Employment Type Full Time
Shift 1st
At Generac, our people help make the world safer, brighter, and more productive. We are united by our efforts to inspire change for a better world; impact our people and community; influence and achieve positive results; and innovate the industry. Our shared goals allow people with diverse backgrounds and points of view to work together, bringing our global customers peace of mind through reliable products and exceptional support.
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.
- 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.
- Assist in the implementation(s) of business systems and manufacturing initiatives delivering configurations and end user desktop support with adaptation and assistances of usage.
- Create documentation on new issues resolved, root cause analysis as well as troubleshooting steps attempted prior to closing or escalation of service requests.
- 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.
Minimal Qualifications:
- Associate degree in Computer Science or equivalent experience
- 2 years of experience troubleshooting PC's, printers, phone and network issues
Preferred Qualifications:
- Bachelor's degree in Computer Science
- MCSE (Microsoft Certified Systems Engineer)
- MCTS (Microsoft Certified Technology Specialist)
- CNA (Cisco Certified Network Administrator)
- ITIL (Information Technology Infrastructure Library) certification
- Combination of in-person support as well as virtual (remote) support
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 occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Will be required to work at heights within a lift to support infrastructure hardware installs and troubleshooting events. Up to 10% travel and valid Driver's License required.
"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law."