Level II IT Support Technician

The Level II IT Support Technician will be responsible for providing exceptional IT support to the employees.  This position requires a driven individual who can diagnose hardware and software issues, perform troubleshooting activities, and resolve problems to boost employee productivity.  This role involves reviewing incidents to improve reporting accuracy, enabling better business decisions and the development of long-term IT solutions. This role requires strong problem-solving skills and excellent communication skills.

Essential Duties & Responsibilities

• Assist end users in resolving hardware and software issues via help desk tickets, telephone calls, email, and visits to user’s stations. 
• Troubleshoot Windows OS, network, system, and application issues.
• Performs light network administration duties.
• Provides installations, inventory, replacements, moves, and maintenance, for all IT hardware.
• Responsible for all software Installations, licenses, and renewals.
• Responsible for system installations and reimaging. 
• Manage all mobile devices.
• Monitors, tracks, and documents issues to ensure proper resolution, and communications.
• Provide occasional evening or weekend support as needed to assist evening shifts, or perform IT tasks when buildings are not in operation.
• Provide advice on how to maximize our systems and future IT solutions.
• Willingness to learn new systems and develop skills. 
• Other duties as assigned.

Competencies

• Natural passion for providing exceptional end-user service.
• Great attention to detail.
• Ingenuity, flexibility, and strong problem-solving skills.
• Efficient and organized with an eye for process improvement.
• Ability to learn new software tools and teach them to others.
• Excellent verbal & written communication skills, and equally adept at listening. 
• Ability to communicate effectively with other employees through on-boarding, training and mentoring.
• Works well under supervision but can operate independently as needed.
• Ability to prioritize and balance multiple tasks.

Work Environment

The typical work environment is that of an office setting. Will be exposed to some noise and frequent interruptions. Standard office equipment and other means of technology will be used frequently. Temperature controlled environment.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to use hands and fingers, handle, or feel; and reach with hands and arms. The employee must be able to sit for the duration of the shift and work on a computer daily. The employee must be able to walk and or stand for much of a shift when necessary.  The employee is occasionally required to bend, twist, stand, kneel, crouch, and climb. The employee may occasionally lift and/or move up to 35 pounds. 

Position Type/Expected Hours of Work

This is a full-time position with general office hours between 7am-5pm Monday through Friday. Extended hours may be required as job duties demand (such as evenings and weekends). Will rotate after hours on-call.

Travel

Valid driver’s license and reliable transportation for light travel to other local warehouses and events required.

Education, Skills, and Experience:

• 2+ years experience in Information Technology strongly desired.
• Associates Degree or Bachelor’s degree in Information Technology strongly desired, minimum of High School Diploma or equivalent required.
• Microsoft certifications preferred.
• CompTIA A+ certification helpful.
• Experience with RMM tools.
• Exposure to firewalls, switches, VPNs, and cybersecurity tools required.
• Experience with network Cat 6 wiring installation and termination preferred.
• Experience with network Patch panel and rack terminations preferred.
• Strong PC hardware knowledge.
• Basic knowledge of Microsoft Active Directory.
• Basic knowledge in troubleshooting Apple devices ideal such as MacBooks, iPads, iPhones.
• Previous experience restoring data files from Backup server for users helpful.
• Experience with cloud solutions is helpful such Microsoft 365, Azure AD, Intune.
• Demonstrated knowledge of software in a windows client/server environment.
• Demonstrated Desktop, Mobile PC, and light Network related knowledge.
• Proficiency in Microsoft applications, (Windows 11, Office Suite, etc.).

EEO Statement

Eillien’s Candies, Inc. is committed to a policy of equal opportunity for all employees.  It is the Company’s policy to seek and employ the best qualified personnel in all positions, to provide equal opportunity for advancement to all employees, including upgrading, promoting and training, and to administer these activities in a manner which will not discriminate against or give preference to any person because of race, color, religion, age, sex, national origin, disability, ancestry, sexual orientation, military status, marital status, arrest or conviction record or any other discriminatory basis prohibited by state or federal law

Other Duties

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 any time with or without notice.