IT Service Specialist II

Position Summary

As an IT Specialist II, you will be part of a collaborative six-member team responsible for installing, maintaining, and supporting end-user hardware and software across approximately 2,000 devices for both remote and onsite associates. You will leverage multiple communication channels and tools to deliver best-in-class technical support to JJKA associates and contractors, ensuring seamless operations for on-premise and remote environments.

In this role, you will handle tasks and issues of intermediate to high complexity, including:

• Resolving escalated incidents from Tier I support
• Automating recurring processes and tasks
• Performing error log analysis and security audits
• Managing equipment purchasing, inventory, and disposal
• Contributing to system administration for at least 50% of supported platforms

This position is based onsite at our corporate campus in Neenah, WI. Standard work hours are Monday through Friday, between 7:30 AM to 4:30 PM.

Job Responsibilities

• Provides front-line support to associates and contractors for all computer and software issues reported via phone, e-mail, Teams, IM, etc. Resolves issues based on internal service level standards.  
• Escalates unresolved issues to the next level support team or appropriate support areas as necessary. 
• Documents all support call issues within tracking software. 
• Installs software patches/upgrades.  Assists with testing patches before roll-out. 
• Processes computer access requests for networks and applications based upon standard guidelines and authorization criteria. 
• Prepares equipment for end users including imaging, application installation, initial testing.  
• If working on-site, facilitates shipping of equipment to remote workers and installs/sets-up equipment for on-premise workers.
• Maintains accurate inventory records.
• Abides by all corporate data security policies and participates in security audits.
• Assists with application testing, routine application maintenance, and database updates. 

IT Service Specialist II - Additional Responsibilities: 

• Provides Tier 2 support for escalated issues.
• Provides mentorship, assistance and training to other team members as needed. 
• Creates and maintains support and training documentation, and knowledgebase articles. 
• Analyzes and communicates support trends and makes recommendations. Develops and implements action plans to remedy problem areas. 
• Participates in data security audits and assists with implementing/monitoring security controls.
• Performs administration on at least 50% of supported systems. 
• Performs project work as assigned to investigate new/changing technologies or issues. 

Qualifications

Experience:

• 2+ years’ experience in a Microsoft Windows user support role providing hardware and software support, Microsoft 365, Active Directory and Mac computer support. Demonstrated ability to support at least 50% of support systems. 

Education:

• Associate's Degree in computer science or a technology-related field.
• In lieu of Degree, may consider 2 additional years of directly related experience.
• A+ Certification desired.

Computer Skills:

• Must be proficient in the use of a PC, Mac and MS Office Suite, including intermediate to advanced functions.
• Technical knowledge of PC and Mac operating systems, web-based programs and internet browsers.
• Basic knowledge of networking and relationship databases.
• Technical knowledge of software installations.

Other Skills/Qualifications:

• Excellent customer service skills.
• Strong analytical and problem-solving skills.
• Good verbal and written communication skills.
• Ability to handle multiple tasks simultaneously.
• Good time-management and prioritization skills.
• Ability to perform project work, including leading projects either independently or in a team setting.
• Ability to mentor and train others.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. 

Requires moderate to frequent lifting and moving of IT equipment up to 40 lbs.