Tech Support II

Description:

This position provides technical support for complex hardware, operating system, and application issues across the Company. This includes in-depth troubleshooting and resolution for PC desktops, PC laptops, Mac desktops, Mac laptops, printers, and various desktop operating systems and core business applications. This role is responsible for resolving escalated user issues, performing specialized equipment setups, and contributing to infrastructure maintenance.

Although this is a remote position, candidates must reside in CO, IL, PA, or MN.

What You Will Do
 

• Provide technical support to employees via phone, chat, and in person, and serve as an escalation point for Level 1 support
• Respond in a timely manner to emergency and escalated incidents
• Resolve complex hardware and software issues, including application failures, network connectivity problems, and operating system configuration issues
• Configure, deploy, and support computer and equipment setups for various positions, including new employees
• Manage and document help desk tickets in the ticketing system, ensuring detailed notes on troubleshooting steps and resolutions
• Contribute to and help maintain the knowledge base
• Perform proactive system maintenance, including advanced software patching, system imaging, and in-depth virus and malware removal
• Keep up to date with new technologies and changes in hardware, software, and enterprise operating systems supported by the company, often participating in pilot programs
• Ensure security and maintain compliance with relevant policies, laws, and regulations
• Provide in-depth support for Windows OS, macOS, and core business applications
   

What You Will Bring
 

• Advanced IT troubleshooting skills across a variety of desktops, laptops, and Apple products
• Troubleshooting skills in support of manufacturing technologies
• Strong customer service skills with the ability to manage stressful, complex support situations while maintaining professional communication
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP) as they relate to desktop support and connectivity issues
• Experience with advanced PC and Mac setup, system imaging, profile migration, and in-depth printer diagnostics and repair
• Excellent analytical and problem-solving skills, with the ability to identify root causes and implement lasting solutions
• Intermediate hardware diagnostic and repair skills, including component replacement, firmware updates, and data recovery techniques
• Familiarity with the administration and advanced use of help desk ticketing systems and remote support tools
• Experience with Active Directory user and computer object management (e.g., Group Policy troubleshooting, user creation/modification)
• Associate degree, relevant certifications or equivalent experience required
• 3-5 years of IT/tech support experience