Hybrid Systems Support Specialist II

at Generac

• Job title: Systems Support Specialist II
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Oshkosh, United States

About the role

• Providing technical support of desktop computers and related technology for Generac Power Systems. Handling complex support with assistance, including user queries and training.

Responsibilities

• Provide hands on support by installing, diagnosing, repairing, maintaining and upgrading laptops, desktops, phone, printers, bar code scanners and peripherals within an office and manufacturing environment
• Support higher level support specialists with local server hardware, operating systems, network infrastructure and telephony by delivering hands on support through troubleshooting incidents with customers via phone or virtual communication
• Perform assigned tasks with minimum supervision and manages efforts based on proper triage prioritization, documentation and closure; takes corrective action and/or escalates incidences to reduce service down time
• Create documentation on new issues resolved, root cause analysis as well as troubleshooting steps attempted prior to closing or escalation of service requests
• Assist in the implementation(s) of business systems and manufacturing initiatives delivering configurations and end user desktop support with adaptation and assistances of usage
• Perform system upgrades; assist end users with migrating to new applications and converting personally developed data files
• Follow operational standards for reporting, monitoring, troubleshooting and sourcing issues with provided tool sets

Requirements

• Associate degree in Computer Science or equivalent experience
• 2 years of experience troubleshooting PC’s, printers, phone and network issues
• Certification/License
• Preferred: Bachelor's degree in Computer Science
• Preferred: MCSE (Microsoft Certified Systems Engineer)
• Preferred: MCTS (Microsoft Certified Technology Specialist)
• Preferred: CNA (Cisco Certified Network Administrator)
• Preferred: ITIL (Information Technology Infrastructure Library) certification
• Work Experience: Combination of in-person support as well as virtual (remote) support
• Physical Demands: Employee is regularly required to talk and hear; and use hands to manipulate objects or controls.
• The employee is regularly required to stand and walk.
• On occasion the incumbent may be required to stoop, bend or reach above the shoulders.
• The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus.
• Occasional travel.

Benefits

• Employee may be at remote site without quick access to higher tier of support.
• Travel may be required.