Paulo Products Company Corp Hiring for IT Specialist II Job at Willoughby, OH Full Time

As an IT Specialist Level II, you will play a critical role providing superior customer service and support for our internal customers and supporting the operation, integration, and maintenance of Paulo’s hardware and software systems.

Key Responsibilities:

• Responsible for installing, configuring, and maintaining software and hardware in accordance with Paulo’s standard practices.
• Handle technical issues related to system and software operations that can include desktop/portable computers, printers, scanners, or handheld devices, and software programs and their effective use.
• Install, configure, and maintain routers, switches, and wireless access points as directed.
• Provides onsite service (smart hands) for complex and maintenance tasks as required.
• Provides support directly to internal customers through face-to-face interaction, chat, email, video calling, remote management, and phone.
• Monitor and respond quickly to incoming service desk requests to ensure the timely resolution of each service request based on program guidelines.
• Participates in the after-hours (on call) support program that provides active remediation of urgent, business impacting, service requests on a rotational basis.
• Uses central management platform for deployments, automation of common tasks, service-desk tracking and patch management.
• Runs reports for audits and verification.
• Recommends hardware, software, and other necessary items as required to support systems and users or to reduce persistent user problems.
• Provide general networking troubleshooting and resolution of performance and connectivity-based issues.
• Develops and maintain new skills to accomplish assigned tasks and responsibilities.
• Performs work on assigned individual projects and assists in various department projects.
• Assists with validation and adherence of cybersecurity technology and practices.
• Following up with customers to ensure issues are being resolved satisfactorily to attain the highest level of customer satisfaction.
• Review and respond to customer satisfaction surveys ensuring timely acknowledgement and response in accordance with program service guidelines.
• Simulates or recreates user problems to resolve operating difficulties.
• Develop and follow written procedures in areas of job responsibility.
• Keep accurate documentation on projects, transactions with vendors, and hardware and software inventory.
• Provide training and instruction to users relating to the effective usage and execution of software applications and hardware.
• Take part in a variety of meetings, training sessions, and seminars as required.
• Travel (via plane or automobile) to branch sites or other locations to perform any of the above duties or for training.

Knowledge:

• Ability to read, write and communicate effectively in English. Additionally, the ability to read, write, and communicate in Spanish is a plus.
• Basic mechanical and electrical principles.
• Ability to perform basic math operations.
• Comprehension of hardware and software integration concepts and standards.
• Thorough knowledge of computers and related hardware.

Experience and Skills:

• Highly Proficient in supporting Microsoft Windows client and server operating systems.
• Highly Proficient in supporting Microsoft Office and Office 365 applications.
• Proficient in supporting and maintaining virtualized HCI platforms.
• Proficient with VMware virtualization use and support.
• 4+ years of experience in Information Technology support and service
• Experience supporting conferencing and video conferencing solutions
• Experience with networking protocols and basic troubleshooting.
• Proficient with use and management of Active Directory, DNS, DHCP, SSO, and Azure AD.
• Expertise in troubleshooting and resolving end-user problems.
• Demonstrates resourcefulness when solutions are not evident and takes initiative to address problems.
• Uncompromising customer service skills and the ability to provide plain language explanations and instructions.
• Experience using BMC Remedy Force or other ticket management tools.
• Familiarity with ITIL processes.
• Familiarity with PowerShell scripting and automation of repetitive processes to enhance efficiency.
• Comp TIA A+, Comp TIA Network+, Microsoft MCP, or other Industry certifications preferred.
• This is a remote work position requiring effective time management, excellent communication practices, and someone who is highly organized.

Education:

BA/BS degree in Information Technology, or related field, or demonstrated equivalent experience in positions of increasing responsibility.

License(s)/Certification(s) Required:

• Valid driver’s license and acceptable Motor Vehicle Record in compliance with Paulo’s Vehicle Use Policy.

Competitive Benefits Package:

• Medical benefits (including RelyMD Telehealth Visits)
• Dental benefits
• Group Life Insurance
• Voluntary Life Insurance
• Vision Insurance
• Holiday Pay
• Sickness & Accident pay
• 401k with employer match and employer contribution up to 5.5%
• Employee Referral Bonus & chance to win annual $2,000 drawing!
• Employee Assistance Program