IT Support Specialist II

Description

Together, We Own it! Start your employee owner journey with Shorr Packaging.

The IT Support Specialist II will be responsible for assisting users with issues arising from everyday use of corporate technology and be responsible for administration and analysis of voice/data network and related systems to resolve problems.

Responsibilities

• Triage all incoming help desk calls and trouble tickets.
• Independently analyze and resolve IT incidents with a varying degree of complexity.
• Provide onsite and phone-based support for local, remote and traveling users during regular business hours, after hours and weekend support for high priority issues.
• Track tickets, tasks, & projects and reports status to IT Leadership
• Provide onsite and phone-based support for local, remote and traveling users.
• Troubleshoot hardware and connectivity issues.
• Serve as the escalation point for IT Support Specialist I and other IT colleagues related to incidents and requests
• Onboarding and offboarding new and terminated employees including role changes within the organization
• Analyze and support O365 including mail filters, virus definitions, database management, and archive/retention policies.
• Share responsibility for network security including password management, login activation/deactivation, and end-point protection.
• Support corporate devices using InTune
• Support multi-factor authentication tools including but not limited to Duo
• Maintain asset tracking and IT inventory.
• Provide support for members of the Help Desk team ranging from complex technical solutions, building critical thinking, and guiding execution of daily duties.
• Contribute to the development of the Help Desk’s SysAid site including developing and enhancing of self-help guides and knowledge articles to improve support operations.
• Support disaster recovery framework, plans, and technology: annual disaster recovery exercises, implement and support procedures and business continuity plan (BCP)

Requirements

• Associate's degree (A. A.) or equivalent from two-year college or technical school or equivalent combination of education and experience.
• Minimum 3 years of experience with the following technologies:
• Windows Server 2016/2019/2022 and Windows 10 and Windows 11
• Active Directory Administration (including user/computer management, DNS, DHCP)
• Apple iOS; Android
• O365 Support and Administration
• Preferred Experience:
• Citrix
• VOIP phone system experience
• Mobile device management (including mobile phones and tablets using Intune)
• Corporate anti-virus management
• Endpoint network connectivity, VPN and multi-factor authentication workflows
• Technical documentation

Shorr Benefits

• Build Wealth: Employee Stock Ownership Plan (ESOP) - Together, We Own It!
• Explore Shorr’s Comprehensive Employee Benefits: https://exploreshorrbenefits.mybenefitsapp.com/
• Competitive hourly rate plus targeted annual bonus plan
• 401K plan plus matching
• Team based Employee Owner company culture

Shorr Packaging Corporation is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is the policy of the Shorr Packaging Corporate to afford full Equal Employment Opportunity, and all applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, protected veteran status, disability status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.