IT Help Desk Specialist II
Weber Inc.
Kansas City, MO US
Posted ago
Weber Inc.

The IT Help Desk Specialist II will perform the ongoing Tier II Help Desk support duties of Weber’s IT technology solutions, peripherals, and ancillary systems. The Help Desk specialist will work closely with the System Engineer, Super Users, and end users to support daily issues and functions. Activities will include but are not limited to ticket triaging and assisting customers with technical issues or questions regarding computer hardware or software devices. Other activities include ticket triaging, onboarding, technical documentation, managing small projects, and meeting facilitation.

Responsibilities

  • Serve as primary Help Desk II contact for end users.
  • Serve as primary technical mentor for the IT Help Desk Specialist I.
  • Troubleshoot issues with end user computers, tablets, mobile phones, multi-function printers and peripherals.
  • Handle all intermediate administrative support functions for incident management including ticket triaging and routing, information gathering, and technical documentation.
  • Review all triaged Tier II incidents and delegate/escalate to the System Engineer (Tier III) support as appropriate.
  • Engage and collaborate with Weber Global IT support counterparts as appropriate.
  • Prepare and configure all end user devices such as laptops, desktops, tablets, and mobile phones.
  • Perform and support all duties associated with new employee onboarding.
  • Engage and collaborate with Tier III support as appropriate.
  • Create accounts and configure/maintain access rights to hardware and software systems.
  • Support and troubleshoot all meeting room audio/video systems.
  • Assist with implementing new hardware and/or software solutions.
  • Document existing and new processes via a document management solution.
  • Manage small to medium complexity projects.

Qualifications

Required Skills and Abilities

  • Intermediate to advanced knowledge of most recent Windows and Apple operating systems including iOS, iPadOS, Windows, Microsoft Server
  • Strong knowledge of troubleshooting methodology
  • Ability to prioritize, manage, and execute tasks via a ticketing system and ticket queue
  • Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally
  • Creative and analytical thinker with strong problem-solving skills
  • Exceptional verbal and written communication skills
  • Experience working in an ITIL based organization preferred

Education and Experience

  •  Minimum 3 years of experience working in a technical support role
  • Certifications preferred: MCSE, CompTIA A+, Network+, Security+, Server+
  • Associates Degree in IT-related field preferred
  • Experience working in a service-oriented organization preferred

Other Requirements

  • Current valid U.S. driver's license.
  • Valid U.S. passport or can obtain one.

Travel Requirements:

  • Must have the ability to travel within United States and Canada.

Behavior Standard:
Maintain a positive work atmosphere by acting and communicating in a respectful manner to get along with customers, co-workers, and management. Always strive to provide the Perfect Portion.

Compensation
$23 - $32 hourly
About Weber Inc.

The success of the Weber company is relatively easy to explain: Our convincing performance and service are cause for enthusiasm. With uncompromising high quality, innovative solutions. Our markets are changing at an incredibly high speed. That is why we remain in motion. That's why we are seeking the most talented people who want to work in an environment where they are supported, challenged, and encouraged to think beyond what's possible today. We believe in the perfect portion for our customers as well as our employees.


In addition to a competitive salary, we offer exceptional benefits including:

  • 401(k) with matching
  • Health, Dental, and Vision, Life
  • Disability insurance
  • Employee assistance program
  • Flexible and Health spending accounts
  • Paid time off
  • Relocation assistance
  • Tuition reimbursement
  • Onsite Gym
  • Weekly Subsidy

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