SUMMARY: Under general supervision, the IT Help Desk II provides the field with what they need to move units while safeguarding the integrity and security of Motion's IT infrastructure and environment. IT Help Desk II leverages a deeper skill set and proprietary, institutional knowledge to take ownership of and provide second-level troubleshooting, communication, escalation, advocacy for, and resolution of more complex, multi-layer IT issues.
JOB DUTIES
- Develops knowledge of technical support solutions and learns to identify more unusual problems with desktop, laptop, and networked systems.
- Fields IT support calls and tickets.
- Ensures that installations, software, hardware, operating systems, and configuration issues are properly resolved.
- Provides second level escalation support for complex, multi-layer issues.
- Researches, documents, and troubleshoots advanced issues.
- Performs special IT project assignments.
- Researches, documents, assists with onboarding, asset management and NOC.
- Performs other duties as assigned
EDUCATION & EXPERIENCE
- Typically requires a bachelor's degree with three (3) to five (5) years of related experience or equivalent degree and experience.
KNOWLEDGE, SKILLS, ABILITIES
- Proven ability to operate as primary and second level contact for a wide range of IT Support issues.
- Ability to digest, understand, apply, build documentation for, and quickly communicate new technical concepts.
- Ability to adapt to new challenges, identify and evaluate potential impact and prioritize accordingly.
- Ability to recognize, analyze, and question established methods and processes in a productive way and a willingness to work with leadership in seeking alternatives to those that no longer serve.
- Willingness to seek out and create opportunities for self and others to increase and diversify knowledge of existing and new tools, tech, and processes with proven or potential value to provide measurable impact.
- Experience with Cisco and Fortinet network gear and operations, NetBox, PRTG, PutTy, CUCX, CUCCX, RDP, VOIP, ServiceNow, Asset Management, ISE, iBoss, Active Directory, AnyConnect, PsExec, PowerShell, SharePoint, Printer Admin, Access, Excel, SCCM, AV tech, Windows OS, iOS, Android, MDM, and Kronos a plus.
PHYSICAL DEMANDS
- Must be able to perform on site, physical duties as related to PC, peripheral, hardware, AV, communications and automation system deployment, troubleshooting, shipping, receiving and repair including crawling under desks, lifting, packing, sorting, stacking, and moving.
LICENSES & CERTIFICATIONS
CompTIA+, CCNA or other, relevant certifications required.
SUPERVISORY RESPONSIBILITY: No Supervisory Responsibility
BUDGET RESPONSIBILITY: No
COMPANY INFORMATION
Motion Industries offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition, reimbursement, vacation, sick, and holiday pay
DISCLAIMER
This job description illustrates the general nature and level of work performed by employees within this job classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and skills required. Management retains the right to add or modify duties at any time.
GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.
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