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Central States Industrial (CSI) · 5 months ago

IT Help Desk Technician II

Springfield, MO

Full-time

Onsite

Mid Level

$55K/yr - $65K/yr

3+ years exp

Central States Industrial (CSI) is a growing company specializing in state-of-the-art stainless-steel process equipment and services for various industries. They are seeking an IT Help Desk Technician II to provide advanced technical support, troubleshoot hardware and software issues, and maintain records of IT help desk requests.

Manufacturing

No H1B

Responsibilities

Prioritize assigned helpdesk tickets and respond quickly to customer needs

Respond to and resolve escalated technical support tickets from Level 1 technicians

Troubleshoot and support desktops, laptops, mobile devices, printers, and other peripherals

Provide support for Windows, macOS, and common enterprise applications (e.g., Microsoft 365, VPN, remote desktop tools)

Assist with user account management in Active Directory, Exchange, and other systems

Perform software installations, updates, and configurations

Document issues, solutions, and processes in the ticketing system and knowledge base

Collaborate with other IT team members to resolve complex issues and implement improvements. Timely escalation to IT Support Lead when needed

Prioritize, manage and ensure the development and implementation of enhancements and changes to IT policies and procedures

Participate in planning and implementing IT projects as needed

Collaborate closely with technology management in project prioritization/ planning to understand future resource needs

Participate in most phases of IT projects, from advising on specification requirements and limitations

Maintain inventory of IT assets and assist with hardware lifecycle management. Assist Manager-IT in maintaining & installing networking components, servers, workstation, and software

Gather facts and use effective analytical and evaluative methods to assess information, plan the sequence of actions necessary, make sound decisions, and solve a variety of network problems

Qualification

Network+ certificationA+ certificationWindows proficiencyMacOS proficiencyActive Directory experienceOffice 365 experienceNetworking fundamentalsTechnical support experienceCommunication skillsInterpersonal skillsConflict resolution skills

Required

Bachelor's Degree in computer science or networking field, or equivalent experience

Technical Certifications: Network+ and A+ or higher, required

Proficiency with Windows and macOS operating systems

Experience with Active Directory, Office 365, and remote support tools

Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP)

Knowledge of wide range of information management techniques, requirements, methods, and procedures, including approaches used by other organizations to design solutions for application requirements

Excellent written and verbal communication skills with the ability to interact with all levels within the organization

Excellent interpersonal / relationship management skills

Excellent conflict resolution and negotiation skills

3 years of experience in IT support role, required