Sr. IT Site Support Specialist

ABOUT ADVANCED ENERGY

Advanced Energy (Nasdaq: AEIS) is a global leader in the design and manufacturing of highly engineered, precision power conversion, measurement and control solutions for mission-critical applications and processes. AE's power solutions enable customer innovation in complex applications for a wide range of industries including semiconductor equipment, industrial, manufacturing, telecommunications, data center computing and healthcare. Advanced Energy has devoted four decades to perfecting power for its global customers and is headquartered in Denver, Colorado.

POSITION SUMMARY:         

The Sr.  IT Service Desk Support Specialist  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.
• Configure wireless devices for connectivity to corporate O365 email.
• 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.
• Conduct training designed to educate computer users about basic and specialized applications throughout the organization.
• 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:

• 6+ years providing technical support in IT support role
• 6+ years supporting Microsoft PC environment
• 6+ 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