Technology Support Specialist II (Information Technology)

Company Overview
Beltservice Corporation is a leading fabricator of custom conveyor belting. Every day, we stake our reputation on the durability, variety, and performance of the products we produce, committed to delivering high-quality products through innovation and excellence. We are seeking a methodical and collaborative Technology Support Specialist II to join our IT team and play a vital role in maintaining user satisfaction and supporting our organization's IT infrastructure.

Job Summary
The Technology Support Specialist II is responsible for diagnosing and resolving technical issues submitted by approximately 350 users across nationwide and global locations, ensuring minimal disruption to business operations. This includes managing and prioritizing support tickets and troubleshooting complex hardware and software issues. This role requires strong problem-solving abilities, excellent communication skills, and proficiency with IT systems and tools.

Core Values:
Get it Done:Complete tasks with minimal supervision, solve problems with a positive attitude, and work collaboratively.Raise the Standard:Strive for continuous improvement, be open to learning and teaching, and aim to be the best in the industry.Do the Right Thing:Value honesty and integrity, see the big picture, and lead by example with humility and confidence.Passion for Service:Be responsive and dedicated to customers, and ensure promises are met.

Responsibilities:
Advanced Issue Resolution
Diagnose and resolve complex technical issues meeting SLAs. Provide in-depth troubleshooting for hardware, software, network, and application issues. Analyze recurring issues to identify root causes and implement long-term solutions.
System Maintenance and Optimization
Perform advanced configurations and optimizations for system performance and reliability. Develop and implement scripts or tools to automate repetitive tasks.
User Account Management
Create, configure, and manage user accounts in Hybrid Active Directory Environment. Handle user onboarding tasks, including setting up email accounts, permissions, and access to systems. Perform user termination tasks, such as disabling accounts, revoking access, and archiving data in compliance with company policies.
Incident Management
Handle critical incidents with urgency, ensuring timely resolution while minimizing downtime. Act as a primary point of contact for high-priority escalations and service disruptions.
Collaboration and Team Support
Work closely with Technical Support Specialist I to provide guidance and mentorship to improve skills and reduce escalations. Escalate unresolved issues to external vendors or service providers when necessary.
System and Network Security
Identify, analyze, and address security vulnerabilities in IT systems. Implement security measures to safeguard systems against unauthorized access, malware, and other threats. Assist in the investigation of security incidents and recommend mitigations.
IT Infrastructure Projects
Contribute to IT projects, such as upgrades, migrations, and deployments of new technologies. Provide technical expertise during the planning and implementation phases. Ensure project deliverables meet operational requirements and timelines.
Performance Monitoring and Reporting
Generate reports on system performance, incidents, and support metrics. Recommend improvements based on performance trends and user feedback.
On-Call Support
Provide after-hours and on-call support for critical incidents and IT projects as needed.

Requirements:
Technical Expertise
Minimum 5 years of hands-on experience in a small to medium sized lean IT Department supporting Enterprise Systems and Applications such as Domain Controllers, Print Servers, SAN Servers, Office365 Admin Center, Exchange Online, Azure Active Directory, SharePoint, Teams, and OneDrive.
Deep Knowledge of IT Systems
Proficiency with Windows OS including Windows 10 Pro/Server 2012-2022. Comprehensive knowledge of Group Policy, with the ability to configure, edit, and implement policies effectively. Experience support VOIP platforms.
Networking Expertise
Strong understanding of networking protocols (TCP/IP, DNS, DHCP) and troubleshooting tools. Experience with switches, routers, firewalls, and VPNs.
Server and Virtualization Experience
Proficiency working with virtualization platforms such as VMware an array of Host and Virtual Servers. Knowledge of basic server administration, storage solutions, and cloud platforms (Azure).
Security Knowledge
Familiarity with IT security protocols, tools, and practices. Experience in identifying and mitigating security threats.
Scripting and Automation
Proficiency in scripting languages like PowerShell to automate tasks and improve processes.
Soft Skills
Strong analytical and problem-solving skills with the ability to think critically and creatively. Excellent communication skills to explain complex technical issues to non-technical users. Customer-oriented mindset with the ability to manage difficult situations effectively. Strong organizational skills for managing multiple tasks and priorities.
Work Environment Knowledge
Familiarity with IT infrastructure in distributed or multi-site environments. Experience in managing ticketing systems like Jira, ServiceNow, or Zendesk.
Other Requirements
Availability to provide on-call support during off-hours as required. Commitment to staying updated on new technologies, tools, and trends in IT support.Ability to manage expectations and work with little direct supervision.

Knowledge, Skills, & Abilities:
Aptitude for methodical troubleshooting and providing excellent customer service.Strong organizational skills.Experienced in providing multi-branch remote support across various time zonesDemonstrated ability to efficiently manage ticket workflows, ensuring adherence to SLAs, prioritization, and agility in balancing multiple projects and support tickets.Strong collaborative skills, with experience working within a small, close-knit team environment.

Benefits:
Competitive starting salary ($65,000 to $70,000/year).Full benefits package, including health, dental, life, vision, long/short term disability.Healthcare Advocate Patient Care.Tuition Reimbursement.Paid Time Off (PTO).Employee Referral Program.401(k) plan with company match and Profit Sharing.
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