Sr. IT Site Support Specialist (Mexicali)

ABOUT ADVANCED ENERGY

The Sr. IT Service Desk Support Specialist is responsible for installing, configuring, supporting, and maintaining Microsoft Windows server/desktop infrastructure. Troubleshoots escalated server, software, and hardware issues. The specialist recommends, schedules, and implements system hardware and/or software upgrades or repairs.

RESPONSIBILITIES

• Performs day-to-day desktop/laptop and network administration duties to include installing, configuring, and troubleshooting desktop systems, printers, and peripherals in mixed Microsoft Windows environment.
• Maintain passwords, data integrity, and file system security for the desktop environment.
• Provide excellent customer service to end users by communicating all stages of progress in resolution of the reported problem.
• Works on software installation, update, and configuration as directed by ticketing system and Service Desk Supervisor and Manager.
• Works independently on imaging, configuration, and placement of new PCs.
• Assists in maintaining and updating support information such as the PC Support Queue, PC inventory, Assets, PC loaners, etc. as directed by Service Desk Supervisor.
• Maintain phone systems.
• Works with Service Desk Manager and Service Desk Outsourcer to determine daily/weekly priorities and to troubleshoot advanced technical problems.
• Tests new software and operating systems and makes recommendations on deployments.
• Participate in projects to improve the end user computing experience.
• Directs advanced technical problems to the appropriate resource when necessary.
• Be responsible for after-hours support.

WORK ENVIRONMENT

• Location: Mexicali, B.C.
• Environment: In-office role in engineering, sales and manufacturing facility
• Standard office environment; spends majority of the day moving throughout local buildings and helping users with PC problems at the user’s desk
• Required to lift 40 lbs. repeatedly throughout the day.
• Overtime may be required at times, including evening work, on-call weekends, and additional project hours.
• Domestic travel of up to 10%.

QUALIFICATIONS

• Excellent customer service skills
• Knowledge of PC hardware and peripherals
• Advanced knowledge of Windows 10/11, and TCP/IP networking
• Proficiency in Active Directory, Office 365, networking concepts, anti-virus and security tools and PC hardware and software troubleshooting skills
• Excellent interpersonal, communication and organization skills
• Ability to work independently and communicate effectively with users and coworkers
• Strong project management skills, ability to set priorities and meet deadlines with flexibility
• Problem solving – the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully
• Ability to evaluate information and exercise good judgment in making decisions

EXPERIENCE

• 6+ years providing technical support in IT support role
• 6+ years supporting Microsoft PC environment
• 6+ years’ experience in a related field with extensive technical experience
• Experience supporting remote users utilizing VPN connectivity

EDUCATION

• Essential: Associate’s degree in computer information systems
• Desirable: A+ certification, MCP and Windows 10/11 certification