IT Site Support Specialist Ii

hace 5 días

Mexicali, México Advanced Energy Industries, Inc. A tiempo completo

**ABOUT ADVANCED ENERGY**

***:
The IT Service Desk Support Specialist II is responsible for installing, configuring, supporting, and maintaining Microsoft Windows server/desktop infrastructure. Troubleshoots escalated server, software, and hardware issues. The specialist recommends, schedules, and implements system hardware and/or software upgrades or repairs.

**RESPONSIBILITIES**:

- Performs day-to-day desktop/laptop and network administration duties to include installing, configuring, and troubleshooting desktop systems, printers, and peripherals in mixed Microsoft Windows environment.
- Maintain passwords, data integrity, and file system security for the desktop environment.
- Provide excellent customer service to end users by communicating all stages of progress in resolution of the reported problem.
- Works on software installation, update, and configuration as directed by ticketing system and Service Desk Supervisor and Manager.
- Works independently on imaging, configuration, and placement of new PCs.
- Assists in maintaining and updating support information such as the PC Support Queue, PC inventory, Assets, PC loaners, etc. as directed by Service Desk Supervisor.
- Maintain phone systems.
- Works with Service Desk Manager and Service Desk Outsourcer to determine daily/weekly priorities and to troubleshoot advanced technical problems.
- Tests new software and operating systems and makes recommendations on deployments.
- Participate in projects to improve the end user computing experience.
- Directs advanced technical problems to the appropriate resource when necessary.
- Be responsible for after-hours support.

**WORK ENVIRONMENT**:

- Location: Mexicali, B.C.
- Environment: In-office role in engineering, sales and manufacturing facility
- Standard office environment; spends majority of the day moving throughout local buildings and helping users with PC problems at the user’s desk
- Required to lift 40 lbs. repeatedly throughout the day.
- Overtime may be required at times, including evening work, on-call weekends, and additional project hours.
- Domestic travel of up to 10%.

**QUALIFICATIONS**:

- Excellent customer service skills
- Knowledge of PC hardware and peripherals
- Advance knowledge of Windows 10/11, and TCP/IP networking
- Proficiency in Active Directory, Office 365, networking concepts, anti-virus and security tools and PC hardware and software troubleshooting skills.
- Excellent interpersonal, communication and organization skills
- Ability to work independently and communicate effectively with users and coworkers.
- Strong project management skills, ability to set priorities and meet deadlines with flexibility.
- Problem solving - the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully.
- Ability to evaluate information and exercise good judgment in making decisions.

**EXPERIENCE**:

- 2-3 years providing technical support in IT support role
- 2-3 years supporting Microsoft PC environment
- 2-3 years’ experience in a related field with extensive technical experience.
- Experience supporting remote users utilizing VPN connectivity.

**EDUCATION**:
Essential:

- Associate’s degree in computer information systems

Desirable:

- A+ certification, MCP and Windows 10/11 certification

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