IT Support Technician II

Dee Zee - Des Moines, IA

Full-time - Entry Level

Remote - Des Moines, IA

Transportation Equipment Manufacturing

About the position

The IT Support Technician II is responsible for providing technical support to users by troubleshooting hardware, software, and network issues. This role involves managing inquiries via phone or email, escalating complex problems to higher-level IT staff, and collaborating with other technicians to resolve issues efficiently. The position requires a proactive approach to problem-solving and adherence to environmental policies.

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.
• Help users with installation, configuration, and ongoing usability of system hardware and software.
• Assist users with printing problems and troubleshoot laser printers, copiers, and specialized label printers.
• 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 is advantageous.
• 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 is beneficial.
• CompTIA A+ and Microsoft 365: Modern Desktop Administrator Associate certifications are required.
• Must be able to remote in from home or come on site when problems arise.

Nice-to-haves

• Basic working knowledge of Windows Desktop Operating Systems.
• Basic knowledge of hardware to support building and repairing desktop computers.
• Basic knowledge of TCP/IP and networking.
• Excellent customer service skills.
• Strong documentation skills.
• Organizational skills.

Benefits

• Hourly pay structure.