Peter Millar
IT Support Technician II
Peter Millar, Denver, North Carolina, United States, 28037
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
The IT Support Technician II will perform a variety of duties supporting Peter Millar's user base, provide support for basic network infrastructure, and act as an escalation point for tier-1 IT Support Technicians. This position is responsible for tier 1 & 2 support and coordinating all advanced issues directly with the IT team and vendors when applicable. The IT Support Technician II will work with the business to coordinate interoperability, customization, and upgrade planning for all application systems. This position will also develop training materials, guidelines, other documentation working with IT and process owners within the business, and train new IT staff performing help desk and deskside support functions. Additionally, the IT Support Technician II will liaise with and assist other IT groups.
This is an in-office position a minimum of 3-4 days a week. Peter Millar has offices in Raleigh and Durham and at times the Support Technician may be required to be at one or the other based on the needs of those offices.
ESSENTIAL FUNCTIONS :
Infrastructure
Manage support queues to ensure tickets are accepted, updated, and resolved in a timely mannerProvide technical support for Windows and Mac computers - H/W & S/WIdentifies, investigates and resolves end user challenges with computer software and hardware or escalates appropriately.Support of remote staff to include VPN troubleshootingBasic support of office and warehouse printersBuild new Windows and Mac computers for onboarding and upgradesWork with End Users to migrate from old computers to newTroubleshoot Mac and Windows OS and application issuesAssist in managing the End User Asset Management processMigrate computer settings and data to new machines for upgradesSource adapters/peripherals as neededPerform antivirus scans/updates and patchingWork with business to develop and maintain asset equipment replacement programPrepares and maintains appropriate written documentation for systems, infrastructure, maintenance logs, and proceduresSupport office phone systems and company-provided cell phonesOn call availabilityUnderstanding of basic networking principlesTrains new help desk staffChampion new application/upgrade projectsCoordinate with process owners to develop and maintain application training documentationDevelop and utilize application monitoring, patching, and upgrade toolsCOMPETENCIES:
Excellent customer service skillsExcellent backlog managementExperience with Intune, Kandji, and Automox or similar toolsAbility to adapt to highly entrepreneurial environment and respond to changes quicklyStrong problem-solving and critical thinking skills with focus on driving positive results to the bottom lineDetail oriented, strong organizational and time management skillsSelf-motivatedStrong customer service skillsAble to maintain and build effective relationships with cross-functional teamsAn understanding of DNS, DHCP, and VPN conceptsStrong analytical and communication skillsDemonstrated project planning skillsAbility to document IT processesDESIRED EDUCATION AND EXPERIENCE:
Bachelors Degree in Computer Science or Information Systems strongly preferredAt least 2-3 years of experience in both applications and networkingAt least 2-3 years supporting Windows and Mac computersExperience with office operations, general Windows and Mac OS, and Microsoft Office products requiredExperience troubleshooting computer and printer hardware issuesExperience working with applications that have a database backend preferred
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
We're committed to bringing passion and customer focus to the business.
The IT Support Technician II will perform a variety of duties supporting Peter Millar's user base, provide support for basic network infrastructure, and act as an escalation point for tier-1 IT Support Technicians. This position is responsible for tier 1 & 2 support and coordinating all advanced issues directly with the IT team and vendors when applicable. The IT Support Technician II will work with the business to coordinate interoperability, customization, and upgrade planning for all application systems. This position will also develop training materials, guidelines, other documentation working with IT and process owners within the business, and train new IT staff performing help desk and deskside support functions. Additionally, the IT Support Technician II will liaise with and assist other IT groups.
This is an in-office position a minimum of 3-4 days a week. Peter Millar has offices in Raleigh and Durham and at times the Support Technician may be required to be at one or the other based on the needs of those offices.
ESSENTIAL FUNCTIONS :
Infrastructure
Manage support queues to ensure tickets are accepted, updated, and resolved in a timely mannerProvide technical support for Windows and Mac computers - H/W & S/WIdentifies, investigates and resolves end user challenges with computer software and hardware or escalates appropriately.Support of remote staff to include VPN troubleshootingBasic support of office and warehouse printersBuild new Windows and Mac computers for onboarding and upgradesWork with End Users to migrate from old computers to newTroubleshoot Mac and Windows OS and application issuesAssist in managing the End User Asset Management processMigrate computer settings and data to new machines for upgradesSource adapters/peripherals as neededPerform antivirus scans/updates and patchingWork with business to develop and maintain asset equipment replacement programPrepares and maintains appropriate written documentation for systems, infrastructure, maintenance logs, and proceduresSupport office phone systems and company-provided cell phonesOn call availabilityUnderstanding of basic networking principlesTrains new help desk staffChampion new application/upgrade projectsCoordinate with process owners to develop and maintain application training documentationDevelop and utilize application monitoring, patching, and upgrade toolsCOMPETENCIES:
Excellent customer service skillsExcellent backlog managementExperience with Intune, Kandji, and Automox or similar toolsAbility to adapt to highly entrepreneurial environment and respond to changes quicklyStrong problem-solving and critical thinking skills with focus on driving positive results to the bottom lineDetail oriented, strong organizational and time management skillsSelf-motivatedStrong customer service skillsAble to maintain and build effective relationships with cross-functional teamsAn understanding of DNS, DHCP, and VPN conceptsStrong analytical and communication skillsDemonstrated project planning skillsAbility to document IT processesDESIRED EDUCATION AND EXPERIENCE:
Bachelors Degree in Computer Science or Information Systems strongly preferredAt least 2-3 years of experience in both applications and networkingAt least 2-3 years supporting Windows and Mac computersExperience with office operations, general Windows and Mac OS, and Microsoft Office products requiredExperience troubleshooting computer and printer hardware issuesExperience working with applications that have a database backend preferred
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!