IT Specialist

Position Summary

As an IT Specialist II, you will be part of a collaborative six-member team responsible for installing, maintaining, and supporting end-user hardware and software across approximately 2,000 devices for both remote and onsite associates. You will leverage multiple communication channels and tools to deliver best-in-class technical support to JJKA associates and contractors, ensuring seamless operations for on-premise and remote environments.

In this role, you will handle tasks and issues of intermediate to high complexity, including:

• Resolving escalated incidents from Tier I support


• Provide in-person hardware and software support to onsite associates


• Performing error log analysis and security audits


• Managing equipment purchasing, inventory and disposal


• Contributing to system administration for at least 50% of supported platforms

This position is based onsite at our corporate campus in Neenah, WI. Standard work hours are Monday through Friday 8:00 a.m. - 4:30 p.m.

Job Responsibilities

• Provides front-line support to associates and contractors for all computer and software issues reported via phone, e-mail, Teams, IM, etc. Resolves issues based on internal service level standards.  


• Escalates unresolved issues to the next level support team or appropriate support areas as necessary. 


• Documents all support call issues within tracking software. 


• Installs software patches/upgrades.  Assists with testing patches before roll-out. 


• Processes computer access requests for networks and applications based upon standard guidelines and authorization criteria. 


• Prepares equipment for end users including imaging, application installation, initial testing.  


• Facilitates shipping of equipment to remote workers and installs/sets-up equipment for on-premise workers.


• Maintains accurate inventory records.


• Abides by all corporate data security policies and participates in security audits.


• Assists with application testing, routine application maintenance, and database updates. 


• Provides Tier 2 support for escalated issues.


• Provides mentorship, assistance and training to other team members as needed. 


• Creates and maintains support and training documentation, and knowledgebase articles. 


• Analyzes and communicates support trends and makes recommendations. Develops and implements action plans to remedy problem areas. 


• Participates in data security audits and assists with implementing/monitoring security controls.


• Performs administration on at least 50% of supported systems. 


• Performs project work as assigned to investigate new/changing technologies or issues. 

Qualifications

Experience:

• 2+ years’ experience in a Microsoft Windows user support role providing hardware and software support, Microsoft 365, Active Directory and Mac computer support. Demonstrated ability to support at least 50% of support systems. 

Education:

• Associate's Degree in computer science or a technology-related field.


• In lieu of Degree, may consider 2 additional years of directly related experience.


• A+ Certification desired.

Computer Skills:

• Must be proficient in the use of a PC, Mac and MS Office Suite, including intermediate to advanced functions.


• Technical knowledge of PC and Mac operating systems, web-based programs and internet browsers, Intune experience a plus.


• Basic knowledge of networking and relationship databases.


• Technical knowledge of software installations.

Other Skills/Qualifications:

• Excellent customer service skills.


• Strong analytical and problem-solving skills.


• Good verbal and written communication skills.


• Ability to handle multiple tasks simultaneously.


• Good time-management and prioritization skills.


• Ability to perform project work, including leading projects either independently or in a team setting.


• Ability to mentor and train others.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. 

Requires moderate to frequent lifting and moving of IT equipment up to 40 lbs.