IT Support Specialist - Tier II

Primary Responsibility: This position is responsible for supporting the Maxcess information technology environment and providing world class support for users at multiple sites across the globe. Tasks include end user support, license tracking, and performing PC maintenance, upgrades, and configurations.  The position also assists with network and server systems administration.

Duties and Responsibilities:

• Desktop Management/Workstation Support
  • Manage desktops, workstation imaging, software deployment, configuration, inventory management, printer support
• User Support
  • Provide support and resolve problems to end users’ satisfaction. Monitor and respond quickly and effectively to request received through the IT ticketing system. Process/complete first in first out tickets based on priority/severity
• Engineering Support
  • Special technical and licensing support to engineering on SolidWorks, AutoCAD, and electrical controls software
• Networks and Access
  • Assist in supporting and troubleshooting Networks and Internet Access, Remote Access, Switches, Security, Firewall, Internet circuits, and cloud / hosted services
• Enterprise Backup Support
  • Restore files when required
• Telephone Systems
  • Provide internal support for all telephones, and communication channels, plus mobile device management
• Remote Operations
  • Support remote sites regionally, including network access and hosting for all Maxcess facilities
• Maintain IT Documents
  • Update/document internal procedures as required
• On Call Operations
  • Participate in a 24/7 on call schedule, including evenings and weekends

Candidate Requirements:

• BA/BS degree in Computer Information Systems or Networking; and/or equivalent IT experience 
• Microsoft Server Products: O365, Remote Desktop Services, Active Directory, Group Policy
• Microsoft Desktop Technologies: Windows 7/8/10/11, Office 2010-2019/O365
• 7 years of experience in direct user support of Desktop/Laptop/Mobile Device hardware and software
• Must have working knowledge of Security groups and File and Sharing permissions and networks and client-server applications.
• Minimum 7 years of experience supporting a helpdesk environment
• Ability to balance technical best practices with the realities of real-time enterprise I.T. operations and support
• Ability to follow instructions and pre-established guidelines to perform the functions of the job
• Ability to work in a multi forest and multi domain environment
• Ability to work within a ticketing system documenting all issues and resolutions
• Ability to work independently or as part of a team and independent projects, including a structured project management process
• Ability to anticipate, identify, quantify, and resolve problems in a timely and positive manner.
• Ability to communicate clearly and concisely, both verbally and in writing with wide range of users at all levels
• Ability to set and consistently meet deadlines
• Must be flexible with work schedule; will be requested to work evenings or weekends according to the on-call schedule. Some travel will be required. Must be able to work on call, on a rotational basis, which includes calls globally
• This is an on-site position located in Eureka, MO. Work from home is available as needed and with manager approval.
• While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit; use hands to handle or feel, and reach with hands and arms. Ability to stand, sit, and walk for extended periods of time. The employee must occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Work in conditions typical of a manufacturing environment – noise, dust, odors, etc.
• Able to wear personal protective equipment (if entering designated manufacturing areas) – safety shoes, safety glasses, hearing protection, etc. (company supplied and/or reimbursed).

Job Qualifications and Experience

(Preferred)

• VMWare Virtualization
• Cisco Meraki
• Cisco DUO
• Cisco Umbrella
• Cylance (Blackberry Protect) EDR
• ERP Support for Oracle EBS, Epicor
• Azure AD
• Office 365 Applications & Administration
• Active Directory, Group Policy
• DHCP, DNS
• Jira
• Bomgar
• Citrix
• IT Glue
• X2O Media
• Veeam Backup and replication applications
• Mitel and Cisco Call Manager
• SCCM Imaging Workstations and Application Deployment
• Coordinate with outside vendors on special projects

Work Environment

• Mix of shop floor and office environment.
• Local travel using personal vehicle is required (minimal).
• Some domestic travel required (<10%)

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Maxcess is an equal employment opportunity employer. We do not discriminate on the basis of race, religion, sex, disability, age, pregnancy, national origin, sexual orientation, or any other characteristic protected by applicable law. We are committed to diversity and inclusion, and all qualified candidates are encouraged to apply.