IT Support Specialist - Tier II

Work location: On-site

Plant/Work Location: 200 Wallins Corners Road, Amsterdam, NY 12010

Starting Hourly Wage: $30+

Shift: 8am-4pm or 9am-5pm / On-site (not remote)

The Gund Company, a leader in engineered material solutions, specializes in customized electrical insulation products. With 16 global facilities, we pride ourselves on delivering high-quality products and excellent customer service. We are currently seeking an IT Helpdesk Specialist Tier II to join our team at our Corporate Headquarters located in St. Louis, MO.

Job Summary 

The IT Helpdesk Specialist Tier II will provide advanced Tier II technical support for onsite and remote users to ensure timely and effective resolution of hardware, software, and network-related issues. Serve as an escalation resource for complex incidents, perform in-depth troubleshooting, and support system stability and performance. Monitor support tickets, document solutions, and analyze recurring issues to contribute to continuous service improvement while delivering strong customer experience. 

Essential job functions:

• Provide advanced troubleshooting and resolution onsite for hardware, software, network connectivity, and system issues 
• Respond to escalated Tier II incidents and ensure timely resolution 
• Manage and resolve assigned support tickets within defined service levels 
• Monitor ticket queues and prioritize workload to maintain efficiency and responsiveness 
• Document issues, troubleshooting steps, and resolutions accurately within the ticketing system 
• Identify recurring issues and contribute to proactive solutions to reduce incident volume 
• Collaborate with Tier I support, infrastructure teams, and other departments as needed 
• Support and maintain systems including Microsoft Windows OS, Microsoft Office, networking, server maintenance, and ERP      systems