IT Support Technician II

Job Summary: Provide technical support and assistance for internal users across various departments.  Diagnose and resolve computer software issues. Respond to requests via phone and in person, escalate complex issues to leadership, and ensure smooth daily performance of the organizational computer systems. Perform installation, repair, and maintenance of computer software.

Essential Job Duties and Responsibilities:

• Provide Tier 2&3 support to Service Desk for M365 and desktop applications.
• Collaborate with the Endpoint Team to manage all M365 configurations and settings to optimize user experience.
• Manage and support desktop productivity applications utilizing Modern Device Management practices in collaboration with the Endpoint team.
• Collaborate with the Architectural Review Board for the addition, removal, and evolution of desktop applications in our environment.
• Introduce and promote the use of Teams, SharePoint, and OneDrive for seamless collaboration.
• Develop, implement, maintain, and support the utilization of Modern Workplace Technology (mobile and desktop productivity applications) via various communication channels to enhance end user productivity.
• Leverage various learning delivery methods (LMS, Knowledge Articles, Lunch & Learns) to educate employees about new and existing features of M365 applications.
• Must be able to work occasional weekends, and after hours.

Education and Experience Requirements:

High School Diploma or equivalent required. Associate or Technical degree in Computer Science, Digital Programs, or related field preferred and 3 years of experience supporting Microsoft Office 365/Teams/Sharepoint. Certifications in Microsoft 365 applications is a plus as is experience with Microsoft Intune.

Knowledge, Skills, and Abilities:

• Advanced proficiency in all Microsoft 365 productivity software (Office suite, Teams, OneDrive, etc).
• Proficiency in software deployment methodology.
• Must demonstrate analytical, problem solving, and interpersonal skills.
• Excellent written and verbal communication skills.
• Ability to work independently and with others.
• Ability to successfully educate others on use of a variety of productivity software.
• High attention to detail.
• Demonstrates strong multi-tasking capabilities and organizational skills.

Work Environment:

• Work is performed in a climate-controlled office setting.
• Frequent exposure to manufacturing facilities with seasonal hot and cold temperatures, dust, and some chemical fume exposure.
• Ability to sit comfortably for prolonged periods of time.
• Occasional travel as the job may require visiting customers and project sites.

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at a time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time.  The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.