Systems Engineer II

*  This position is responsible for resolving Tier 1 and Tier 2 customer requests via phone, email, and ticket entry.  

* Promote a high level of customer satisfaction through proper telephone techniques and respond with the appropriate amount of urgency to user problems.  

* New hire setup and orientation.  

* Assign username, password, and access right permissions for the computer systems and applications.  

* Identify, research, and resolve technical problems  

* Maintain appropriate documentation on procedures, configurations, and equipment inventory.  

* Oversee installation, configuration, administration, maintenance, and support of service/management applications or infrastructure components incorporated at clients existing or future computing infrastructure.  

* Monitor the ongoing operation and perform activities to assist with performance tuning, troubleshooting of hardware, OS, and application issues.  

* Support software/hardware on equipment such as scanners, copiers, printers, monitors, and other peripherals.  

* Network Cabling / Server reboots / general network troubleshoot.  

* Cell phone / MiFi support and upgrades (Verizon and ATT Firstnet)  

* Participates in 24/7 on-call rotation  

* Perform other duties as assigned by management. 

* Excellent organizational, written, and verbal communication skills.  

* Minimum 5 years experience of Tier 2 desktop support.

* Experience working in Active Directory, User Support and Group Policy support  

* Windows based computer literacy, and familiar with helpdesk procedures.  

* Knowledge of Microsoft Windows based software and troubleshooting techniques.  

* Knowledge of PC hardware installation, troubleshooting, and resolution techniques.  

* Ability to install and deploy Windows based PC's.  

* Possess working knowledge of the Microsoft Office O365 Suite, including: Word, Excel, and PowerPoint. 

 * Microsoft Modern Workplace certification is desired.  

* Ability to lift up to 50 lbs.