Company Generac Power Systems
Name Systems Support Specialist I
Req # 64302
Employment Type Full Time
Shift 1st
At Generac, our people help make the world safer, brighter, and more productive. We are united by our efforts to inspire change for a better world; impact our people and community; influence and achieve positive results; and innovate the industry. Our shared goals allow people with diverse backgrounds and points of view to work together, bringing our global customers peace of mind through reliable products and exceptional support.
The Systems Suport Specialist I is a member of Support Specialist team where their main responsibility is to work the help desk. This position will share incoming call queue in effort to achieve a > 50% first call resolution on reported help desk incidents via phone and/or remote support.
This position is onsite at Generac headquarters in Waukesha, WI.
Essential Duties and Responsibilities:
- Provide verbal/over the phone and remote support by installing, diagnosing, repairing, maintaining and upgrading laptops, software, desktops, phones, printers, bar code scanners and peripherals within an office and manufacturing environment, escalate unresolved requests to Tier 2/3 personnel
- Create knowledge base documentation on new issues dissolved as well as troubleshooting steps attempted prior to closing or escalating requests
- Maintain asset inventory of software and hardware through the asset management tool set.
- Follow operational standards for reporting, monitoring, troubleshooting and sourcing issues with provided tool sets
- Ensure all configurations and specifications comply with IT policies and security parameters
Other Duties as assigned and the following:
- Perform assigned tasks with minimal supervision and manages efforts based on proper prioritization documentation, closure, takes corrective actions and/or escalate incidents to reduce downtime
Minimal Qualifications:
- High School Diploma
Preferred Qualifications:
- Associates or Bachelor's degree
- Microsoft Certified Systems Engineer and Microsoft Certified Technology Specialist certifications
- 2 years in troubleshooting PC's, printers, phone and infrastructure issues
Knowledge, Skills and Abilities:
- Knowledge of Microsoft Windows 7/10 OS, Office 2010/2016, O365, network printing, active directory services.
- Solid understanding of networking, wireless and telecommunication fundamentals. Strong problem solving skills.
- Solid verbal and written communication skills and willingness to actively contribute in a team environment.
- Effective, customer service focused communication skills. High level of resourcefulness and responsiveness in an environment which requires maximum system performance, minimum down time, and high degree of customer satisfaction and confidence within a fast paced environment.
- Ability to travel to other locations as necessary
Physical demands: While performing the duties of this job, the employee is frequently required to sit, walk and/or use hands/fingers to handle or touch controls. The employee is regularly required to talk and/or hear. The employee is occasionally required to stand, kneel, and/or reach above shoulders. The employee must occasionally lift and/or move up to 50 pounds while performing job duties. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception. Occasional travel required.
"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law."