Technology Support Specialist II

Description:

POSITION OVERVIEW:

As the company Technology Support Specialist, you will provide technical assistance and answers to users' questions, assisting users by troubleshooting problems with computer hardware or software. The position will plan, coordinate, and direct computer-related activities by determining the technology needs of the company and making hardware- and software-related decisions to meet those needs.

KEY RESPONSIBILITIES:

The following reflects the essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time.

• Manage and resolve technical help tickets submitted by end-users, ensuring timely follow-up and resolution.
• Diagnose and troubleshoot technical issues, including faulty hardware and software, across a variety of end-user devices such as laptops, tablets, smartphones, and printers.
• Escalate unresolved issues appropriately and work towards their resolution.
• Document recurring issues and develop detailed “How to” guides for future reference.
• Manage and inventory all IT assets, including desktops, laptops, network hardware, software licenses, servers, and mobile devices.
• Assist in providing technical support for server, network, communications, or PC equipment failures.
• Perform software and hardware troubleshooting, patches, and re-installations in accordance with established company policies and procedures.
• Collaborate with vendors and partners to troubleshoot network and related issues, establishing and maintaining strong relationships.
• Serve as the System Administrator for the company’s Mobile Device Management (MDM) system
• Provide cross-functional support within the IT Department.
• Manage the company’s onboarding/offboarding IT Process.
• Provide training and support to end-users on new technologies and systems to enhance their productivity.
• Assist and collaborate with the Information Technology Manager and cross-functional teams with projects from initiation to completion, helping ensure they are supported and are within scope and budget.
• Visit company Branch Sites on a once per month basis for onsite support and training.

Requirements:

QUALIFICATIONS & SKILLS:

Required

• Bachelor's degree in information technology or related.
• 2 years related experience, or equivalent combination of education and experience.
• Understanding and experience of Network Infrastructure Concepts
• Understanding of MS Windows and Apple iOS
• Ability to work independently and collaboratively.
• Excellent verbal and written communication skills.
• Demonstrated ability to act in a way that is consistent with our values.
• Excellent interpersonal and customer service skills.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office 365.
• Proficient with or the ability to quickly learn an array of computer hardware and software.
• Qualified DMV record, background check, and drug screening.

PHYSICAL ENVIRONMENT:

• Position is onsite 5 days a week, Monday through Friday, 7:30am – 4:00pm
• Position requires the ability to visit and walk around company sites with various building obstacles and fluctuating temperatures.
• Required to drive vehicles to customers and branch locations across Northern California.
• Occasionally lift and/or move material up to 25 lbs.

Please note that 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.

The policy of RJMS Corporation is to hire, train, and promote all persons in all job groups in accordance with law, without regard to race, color, religion, sex, sexual orientation, age, marital or military status, national origin, gender identity, the presence of any sensory, mental, or physical disability, genetic information, or any other status or characteristic protected by local, state, or federal law. RJMS CORPORATION is an equal employment opportunity and affirmative action employer.