IT Help Desk Technician, Tier II : 1st Shift

Description

Help Desk Technician, Tier II

Summary

Providing customers with support for corporate-owned assets, primarily workstations, laptops, and servers, including basic help desk assistance and advanced troubleshooting. This position involves troubleshooting issues related to workstations, networking, storage, and servers across various platforms, as well as receiving escalations and managing incidents through to resolution.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Provides end-user support.
• Support Team members with Tier-2 trouble resolution.
• Facilitates communication status of open tickets to internal / external customers and leadership teams.
• Facilitate network circuit repair on Cisco / Meraki / Fortinet / Cradle platforms and various regional vendors.
• Provide Windows / UNIX administration of production servers, including troubleshooting of existing applications, installation, and maintenance of the OS (Operating System).
• Audit processes and procedures, including corrective action measures related to trouble ticket updates and other operational activities, are required to maintain high customer satisfaction.
• Ensure that all aspects of Network, Systems, and facilities infrastructure are monitored, and that proactive outbound communication occurs in the event of failure.
• Troubleshoots network issues.
• Maintains IT helpdesk ticketing system.
• Configures and installs computer hardware and software.
• Assists in managing inventory control and asset listing of IT equipment, supplies, and software tracking.
• Upgrades hardware and software components.
• Remains abreast of changes in user and system software and hardware requirements.
• Models and reinforces safety as a top priority of the organization.
• Meets schedules and deadlines, adheres to policies and procedures, and maintains a good attendance / tardiness record.
• Exercises good interpersonal skills by gladly assisting others to accomplish the organization's work, even if it is outside the scope of regular duties.

Competencies

Physical Demands

An employee must meet the physical demands described here to perform the essential functions of this job successfully.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee must sit / stand / walk for 4 hours or more at a time, occasionally climb or balance, and stoop, kneel, crouch, or crawl. The associate may occasionally be required to lift 51 pounds; anything greater than 51 pounds requires assistance. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Warehouse environment is subject to seasonal temperatures and regular exposure to forklift traffic : 40% office and 60% warehouse environments.

Position Type / Expected Hours of Work

Full Time, Non-Exempt. Schedule flexibility for extended or unplanned work hours is required.

Travel

Travel between locations may be required. 25% travel to remote locations.

Education and Experience

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

TVS SCS NA is committed to cultivating a diverse and inclusive culture as an EEO employer. The TVS SCS NA team does not discriminate against candidates and employees because of their disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law within any employment practices. We are pleased to provide reasonable accommodations to applicants; please contact [Hope Molyneaux, JMolyneaux@tvsscs.com] to request a reasonable accommodation. The employee selected for this role must be able to perform the position's essential functions satisfactorily. If requested, reasonable accommodation will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

TVS SCS NA complies with the CPRA : CALIFORNIA PRIVACY NOTICE