IT Support Technician Tier 2

Description

JOB TITLE: IT Support Technician Tier 2

DEPARTMENT: Information Technology

REPORTS TO: Chief Information Technology Officer   

FLSA STATUS: Non-Exempt

Bay Cities, an Employee-Owned Company, is the leading creative packaging and display partner to brand marketers, retailers and e-commerce. Our passion, experience, technology and consumer insights move product and drive sales.

Our Mission

Our Passion Powers Your Product

Our Values

Creativity: Our ideas create Client success.

Passion: We have heart with a Customer Service attitude.

Integrity: We honor our business & planet with sustainable practices.

Responsible: We own it!

Safe: Our safe work habits protect us all.

Fun: We take our work seriously- not ourselves.

SUMMARY

We are seeking a highly skilled and motivated IT Support Technician Tier 2 to join our team. In this role, you will be responsible for providing technical support, troubleshooting, and maintaining the integrity of our IT systems. The IT Support Technician Tier 2 provides system and user support for operating

system requirements which includes PC hardware/software support and new user setup and orientation. The IT Support Technician Tier 2 provides extensive application software support and troubleshooting for a wide variety of software packages for user groups based on-site and remote users. You will collaborate closely with cross-functional teams, including IT, Operations, Engineering, and Maintenance, to resolve issues, optimize system performance, and implement enhancements. Joining Bay Cities as an IT Support Technician offers an exciting opportunity to contribute to the success of a dynamic and growing company. If you are passionate about IT systems, possess excellent technical skills, and thrive in a collaborative environment, we would love to hear from you.

JOB FUNCTION/PURPOSE

• Provide technical support and troubleshooting for IT systems, including hardware, software, servers, network infrastructure.
• Monitor and maintain the availability, performance, and security of IT systems to ensure 99.9% uptime.
• Collaborate with IT Team to design, implement, and support system integration and data exchange between various platforms.
• Assist in the configuration and maintenance of servers, workstations, and networking equipment.
• Participate in the planning and execution of system upgrades, migrations, and deployments.
• Maintains LAN including: administering file backup system, maintaining security and file structures.
• Monitors performance and utilization of all servers ensuring efficient operation and data protection.
• Conduct routine system audits to ensure compliance with security and regulatory standards.
• Develop and maintain system documentation, including user guides, troubleshooting procedures, and technical specifications.
• Maintains documentation and licensure records for all purchased software. 
• Stays current on all software and ensures upgrades are obtained and properly installed.
• Maintains detailed records of equipment, hardware and configurations.
• Plans and implements upgrades and maintenance of existing hardware as projected and approved.
• Evaluates user needs, orders approved equipment/software and configures/installs new hardware.
• Provides customer centered support to all users on all software applications to include routine training as well as      troubleshooting and correcting software problems and support to end-users on system functionalities and features.
• Educates users to reduce reoccurring issues by offering solutions to problems in a proactive way.
• Assists with programming copiers for scanning and emailing documents.
• Escalate critical issues to appropriate teams and actively participate in their resolution.
• Researches, recommends, and implements new software.
• Stay up to date with emerging technologies, industry trends, and best practices in IT systems.
• Stays current on available network products, services and technology and makes recommendations to ensure network is efficient and reliable.
• Performs other duties as assigned.

EDUCATION, EXPERIENCE & COMPETENCIES

• Bachelor's degree in Information Technology, Computer Science, or equivalent work experience. 
• Proven experience in supporting IT systems. Including support of Microsoft products: Office 365, Teams, Planner, and      SharePoint, PC hardware, and software.
• Strong