IT Support Technician II

Dee Zee - Des Moines, IA

Full-time

Remote - Des Moines, IA

Transportation Equipment Manufacturing

About the position

The IT Support Technician II position at Dee Zee involves providing technical support to users through various channels, including telephone and email inquiries. The technician will manage simple hardware, software, or network problems and will be responsible for recognizing and escalating more complex issues to the appropriate staff within the IT team. This role requires collaboration with other IT Support Technicians to complete tasks and resolve issues effectively. The position is essential in ensuring that users can effectively utilize their systems and that any technical problems are addressed promptly. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. In this role, the technician will be expected to solve issues that arise during their shift and assist with problems from other shifts. This includes answering phone calls and work orders, helping users with the installation, configuration, and ongoing usability of system hardware and software. The technician will also assist users with printing problems, utilizing their knowledge to connect and troubleshoot laser printers, copiers, and specialized label printers in both local and networked environments. Additionally, the technician will run and terminate network cabling, develop and document procedures, and create knowledge base articles for end users and other technicians. Hands-on fixes at the desktop user level are a significant part of the job, including installing, configuring, and upgrading software applications and computer systems. The technician will troubleshoot issues and verify the functionality of hardware and software components, both in person and remotely. They will also resolve escalated issues from level 1 technicians and provide escalation to Level-3 support when necessary. The role may involve additional IT-related tasks as assigned, and the technician must be prepared to stop the production line or prevent the shipment of products due to nonconformance or potential nonconformance to customer standards. Furthermore, the technician will support the company's environmental policy through proactive process implementation and improvement suggestions, aiming to reduce waste and enhance environmental performance.

Responsibilities

• Take initial telephone or email inquiries and troubleshoot issues.
• Manage simple hardware, software, or network problems.
• Recognize and escalate more difficult problems to appropriate staff within the IT team.
• Collaborate and provide support to IT Support Technicians in completing tasks and solving issues.
• Solve issues that arise during shifts, including answering phone calls and work orders.
• Help users with installation, configuration, and ongoing usability of system hardware and software.
• Assist users with printing problems, connecting and troubleshooting printers in a networked environment.
• Run and terminate network cabling.
• Develop and document procedures and knowledge base articles for end users and other techs.
• Perform hands-on fixes at the desktop user level, including installing, configuring, and upgrading software applications and computer systems.
• Troubleshoot issues and verify functionality of hardware and software components in person, by phone, and remotely.
• Resolve escalated issues from level 1 technicians and provide escalation to Level-3 support when necessary.
• Support the environmental policy with proactive process implementation and improvement suggestions.

Requirements

• High School Graduate, GED, or HSDE; Associates degree preferred.
• Two years related experience preferred; experience in a manufacturing environment would be an advantage.
• Must demonstrate computer literacy; proficient using Microsoft Office, Windows 10, and networking.
• Experience with ERP software, label & laser printers, mobile barcode scanners, and/or wireless technologies would be beneficial.
• CompTIA A+ and Microsoft 365: Modern Desktop Administrator Associate certifications are required.
• Ability to remote in from home or come on site when problems arise.
• Availability to work nights and weekends when needed.
• Participation in the on-call rotation is required.

Nice-to-haves

• Experience in a manufacturing environment would be an advantage.
• Basic knowledge of hardware to support building and repairing desktop computers.
• Basic knowledge of TCP/IP and networking.