IT Support Specialist II

Position Description

This position will begin as a contract assignment, with the opportunity to transition to a full-time role.

Purpose

Under direct supervision, this position is responsible for providing second level technical support to all Teichert end users via the Support Center call line and email. This position works closely with the DTS Division staff and outside departments, as well as some vendors when purchasing hardware / software as needed.

Focus & Scope

Essential duties and responsibilities, i.e. those which are basic, necessary, and an integral part of the job, are indicated below :

Company / Entity

• Actively supports the achievement of the business unit's goals and objectives by applying general knowledge of a variety of technologies.
• Collaborates across departments and supports consistent technical practices. Adheres to policies, procedures, and standards that protect the company's interests.
• Promotes and protects Teichert's, values to maintain a "team" spirit within the business unit and on project teams; works and cooperates with other disciplines across company lines to ensure maximum and best uses of Teichert resources.
• Promotes and protects the community perception of Teichert.
• Builds and maintains positive working relationships with internal and external customers. Maintains a positive impression of the department and company through professional interactions.

Technical / Specialty Area

Installs hardware and software on new and existing computers, printers, cell phones, tablets, laptops, and related equipment

Drives to customer locations to perform repairs or pick up and deliver equipment.

Provides level II hardware support to users in the areas of discrepancies, malfunctioning equipment, upgrades, maintenance and repair (Examples : Install RAM, install new monitor)

Provides software support to users in the use and functions of software packages such as Microsoft Office 365.

Escalate issues to Windows Administrators, Applications, Telecom and Network Administrators as needed

Provides on-going preventative maintenance and repair of computers, cell phones, tablets, printers, monitors and related equipment.

Responds to customer service inquiries and requests generated from the work order system; documents troubleshooting steps and / or resolutions into the work order system.

Analyzes and evaluates new systems, equipment, and solutions for viability of use. Makes recommendations to customers and management staff.

Participates in project involvement, including specialized projects such as development, schedules, and documentation; participates in staff and project meetings.

Trains and assists users with the use and functions of software and hardware equipment (computers, printers, cell phones, tablets, etc.).

Maintains an up-to-date knowledge of repair practices, policies, and technical specifications of computer and printer hardware.

Contacts vendors for technical support and parts procurement both electronically and by telephone. Completes internal and vendor required documentation related to services, warranty tracking, inventory maintenance, and repair history recording.

Contact customers as needed to discuss specific symptoms of equipment failure, cost, the nature of repairs required and possible solutions to equipment problems.

Relationships, Qualifications, and Requirements

Key Relationships

Reports to :

Site & End-User Support Manager

Direct Reports :

N / A

External Customers :

Software and hardware vendors.

Internal Customers :

All Divisions and Personnel within the Teichert Family of Companies.

Job Qualifications & Requirements

Education :

Associate's degree, technical degree, or an equivalent combination of education and experience.

A+ Certification, MCP

Experience& Industry Expertise :

At least two (2) years' experience in working as an IT support specialist, PC technician, or related position with increasing responsibilities in the maintenance, repair, operation, and installation of hardware and software for computers, cell phones, tablets, printers, etc.

Specific Job Requirements :

Must demonstrate knowledge of industry technologies, concepts, and methods.

Knowledge of troubleshooting steps, Help Desk software and IT related processes.

Must demonstrate experience in working with computer hardware and software technologies.

Must demonstrate delivery of excellent customer service.

Must demonstrate experience in training end-users.

Must be able to clearly communicate and be understood both verbally and in written form by internal and external customers.

Must demonstrate the ability to create good written technical documentation.

Must demonstrate experience and knowledge in hardware and software Windows systems technologies such as Windows Domain environment, MS Office, Microsoft operating systems, and related client applications.

Must demonstrate the ability to work in a team and maintain effective working relationships with all levels of staff and management.

Must possess a valid California driver's license and maintain an acceptable driving record.

Regular travel to other office locations required.

Competencies

Relationship Understanding

Business Acumen

Communication

Organization and Management

Teamwork

Technology : Basic Computer hardware and operation, Microsoft Windows, Microsoft Office

Equipment Used, Physical Demands and Work Environment

Equipment Used :

Personal computer, telephone, personal protective equipment (i.e. safety glasses, hearing protection)

Physical Demands & Work Environment : The physical demands and work environment characteristics are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical : Sitting for long periods of time working at the computer or driving to other offices, plants or job sites. Viewing of computer monitor. Keyboarding : use of fingers to make small movements such as typing and mouse usage. Position may require varied work hours that include early morning meetings, late evening meetings, and weekend work for upgrades and installations that must be performed outside of normal business hours. Position may require travel to outside industry conferences and training seminars as needed, as well as to disaster recovery site(s). Must be available to respond to on-call support requests received outside of normal IT business hours. Ability to lift materials, boxes and equipment up to 50 lbs.

Work Environment : Typical office environment with adequate temperatures and lighting, low levels of noise. Demands of meeting tight deadlines. Data Center work may require exposure to loud noise and variant temperatures. Visits to other job sites and plants may require walking on uneven ground, climbing, bending, reaching or stooping, exposure to loud noise, high levels of dust and fumes, and exposure to inclement or extreme weather conditions.

Position Description Cont.

HOURLY BASE SALARY RANGE :

$28.00 - $37.00

The range displayed reflects the range the company reasonable expects to pay for the position. The actual base salary is subject to variation due to the role, level, geographic location, relevant education, training, or experience, among other factors.

Employer Disclosure Statement

The above statements and job description are intended to describe the nature and level of work being performed within this job. They are not intended to be an exhaustive list of all responsibilities, duties, and tasks. Other similar or additional duties are performed as assigned.

Equal Opportunity Employer

Teichert and its subsidiaries are proud to be an equal opportunity employer. We do not discriminate against applicants or employees on the basis of age, race, color, sex, national origin, disability, military or veteran status, or any other characteristic protected by federal, state or local laws.

Applicants with disabilities may be entitled to reasonable accommodation. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the company. If you are an applicant with a disability, please inform Robert Maxey (RMaxey@teichert.com) if you need assistance completing any forms or to otherwise participate in the application process.

Notice to Staffing Agencies

Teichert, Inc. and its subsidiaries ("Teichert") will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Teichert, including unsolicited resumes sent to a Teichert mailing address, fax machine or email address, directly to Teichert employees, or to Teichert's resume database will be considered Teichert property. Teichert will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Teichert will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. Agencies must obtain advance written approval from Teichert's recruiting function to submit resumes, and then only in conjunction with a valid fully executed contract for service and in response to a specific job opening. Teichert will not pay a fee to any Agency that does not have such an agreement in place. Agency agreements will only be valid if in writing and signed by Teichert's Human Resources Representative or his / her designee. No other Teichert employee is authorized to bind Teichert to any agreement regarding the placement of candidates by Agencies.