It Site Support Specialist Ii - Mexicali - Advanced Energy Industries, Inc.

    Advanced Energy Industries, Inc.
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    Descripción

    About Advanced Energy

    The IT Service Desk Support Specialist II role is responsible for maintaining and supporting Microsoft Windows server/desktop infrastructure. This includes troubleshooting escalated server, software, and hardware issues. The specialist will also recommend, schedule, and implement system hardware and/or software upgrades or repairs.

    Key Responsibilities:

    The ideal candidate will perform day-to-day desktop/laptop and network administration duties, including installing, configuring, and troubleshooting desktop systems, printers, and peripherals in a mixed Microsoft Windows environment. They will maintain passwords, data integrity, and file system security for the desktop environment.

    • Provide excellent customer service to end-users by communicating all stages of progress in resolving reported problems.
    • Work on software installation, update, and configuration as directed by the ticketing system and Service Desk Supervisor/Manager.
    • Independently work on imaging, configuration, and placement of new PCs.
    • Assist in maintaining and updating support information such as the PC Support Queue, PC inventory, Assets, PC loaners, etc., as directed by the Service Desk Supervisor.
    • Maintain phone systems.
    • Collaborate with the Service Desk Manager and Outsourcer to determine daily/weekly priorities and troubleshoot advanced technical problems.
    • Test new software and operating systems and make recommendations on deployments.
    • Participate in projects to improve the end-user computing experience.
    • Direct advanced technical problems to the appropriate resource when necessary.
    • Be responsible for after-hours support.

    Work Environment:

    This role is based in Mexicali, B.C. and involves working in an office setting within the engineering, sales, and manufacturing facility. The successful candidate will spend most of their day moving between local buildings and assisting users with PC problems at their desk.

    Requirements:

    The ideal candidate will have:

    • Excellent customer service skills.
    • Knowledge of PC hardware and peripherals.
    • Advanced knowledge of Windows 10/11 and TCP/IP networking.
    • Proficiency in Active Directory, Office 365, networking concepts, anti-virus and security tools, and PC hardware and software troubleshooting skills.
    • Excellent interpersonal, communication, and organization skills.
    • Ability to work independently and communicate effectively with users and coworkers.
    • Strong project management skills, ability to set priorities, and meet deadlines with flexibility.
    • Problem-solving skills, including identifying and resolving problems in a timely manner, gathering and analyzing information skillfully.
    • Ability to evaluate information and exercise good judgment in making decisions.

    Experience:

    The successful candidate will have:

    • 2-3 years providing technical support in an IT support role.
    • 2-3 years supporting Microsoft PC environments.
    • 2-3 years' experience in a related field with extensive technical experience.
    • Experience supporting remote users utilizing VPN connectivity.

    Education:

    The ideal candidate will have:

    • An Associate's degree in computer information systems.
    • A+ certification, MCP, and Windows 10/11 certification (desirable).



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