IT Support Technician II

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

The IT Support Technician II will perform a variety of duties supporting Peter Millar’s user base, provide support for basic network infrastructure, and act as an escalation point for tier-1 IT Support Technicians. This position is responsible for tier 1 & 2 support and coordinating all advanced issues directly with the IT team and vendors when applicable. The IT Support Technician II will work with the business to coordinate interoperability, customization, and upgrade planning for all application systems. This position will also develop training materials, guidelines, other documentation working with IT and process owners within the business, and train new IT staff performing help desk and deskside support functions. Additionally, the IT Support Technician II will liaise with and assist other IT groups.

This is an in-office position a minimum of 3-4 days a week. Peter Millar has offices in Raleigh and Durham and at times the Support Technician may be required to be at one or the other based on the needs of those offices.

ESSENTIAL FUNCTIONS:

Infrastructure

• Manage support queues to ensure tickets are accepted, updated, and resolved in a timely manner
•  Provide technical support for Windows and Mac computers - H/W & S/W
• Identifies, investigates and resolves end user challenges with computer software and hardware or escalates appropriately.
• Support of remote staff to include VPN troubleshooting
• Basic support of office and warehouse printers
• Build new Windows and Mac computers for onboarding and upgrades
• Work with End Users to migrate from old computers to new
• Troubleshoot Mac and Windows OS and application issues
• Assist in managing the End User Asset Management process
• Migrate computer settings and data to new machines for upgrades
• Source adapters/peripherals as needed
• Perform antivirus scans/updates and patching
• Work with business to develop and maintain asset equipment replacement program
• Prepares and maintains appropriate written documentation for systems, infrastructure, maintenance logs, and procedures
• Support office phone systems and company-provided cell phones
• On call availability
• Understanding of basic networking principles
• Trains new help desk staff
• Champion new application/upgrade projects
• Coordinate with process owners to develop and maintain application training documentation
• Develop and utilize application monitoring, patching, and upgrade tools

COMPETENCIES:

• Excellent customer service skills
• Excellent backlog management
• Experience with Intune, Kandji, and Automox or similar tools
• Ability to adapt to highly entrepreneurial environment and respond to changes quickly
• Strong problem-solving and critical thinking skills with focus on driving positive results to the bottom line
• Detail oriented, strong organizational and time management skills
• Self-motivated
• Strong customer service skills
• Able to maintain and build effective relationships with cross-functional teams
• An understanding of DNS, DHCP, and VPN concepts
• Strong analytical and communication skills
• Demonstrated project planning skills
• Ability to document IT processes

DESIRED EDUCATION AND EXPERIENCE:

• Bachelors Degree in Computer Science or Information Systems strongly preferred
• At least 2-3 years of experience in both applications and networking
• At least 2-3 years supporting Windows and Mac computers
• Experience with office operations, general Windows and Mac OS, and Microsoft Office products required
• Experience troubleshooting computer and printer hardware issues
• Experience working with applications that have a database backend preferred

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!