Reporting directly to the Service Delivery Manager within the Information Technology department, the Technical Support Engineer II is responsible for collaborating with business users, warehouse staff, and cross-functional teams to ensure technology systems run smoothly. Duties include providing technical support for desktop and laptop computers (Windows/Mac), business and warehouse applications, phone systems, handheld scanners, label printers, and related technologies; supporting users with hands-on troubleshooting and issue resolution; and assisting with diagnosing and resolving unique, often non-recurring technical issues.

Responsibilities:

• Provide IT deskside/phone support to Onsite and Remote B2B and Direct end users.
• Configure hardware to VCC specifications (desktops, laptops, handheld scanners, label printers, etc.)
• Oversee the daily monitoring and management of endpoint security, anti-virus and anti-malware systems, and intrusion detection and prevention systems
• Escalate issues and requests to other teams as necessary
• Ensure desktop and laptop computers interconnect seamlessly with systems including file servers, email servers, and application servers
• Track and update the movement of all IT assets (laptops, desktops, printers, etc.)
  • Intune MDM
  • Asset tracking
• Log Incident/Service Requests/Change/Problem tickets using the ITSM SysAid application
• Resolve Incident/Service Requests/Change/Problem tickets in the ITSM SysAid application
• Support and exhibit established VCC Values
• Lead strategic projects as assigned.
• Functions and responsibilities will be subjected to change as the business needs change.
• Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
• Exhibits and adheres to the established Visual Comfort Company Values.
• Must demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule. While being present in the workplace to effectively collaborate and communicate amongst co-workers and teams.

Requirements:

• Bachelor’s degree in Computer Science or a related field or equivalent work experience. Minimum 2 years of related experience, preferably in deskside IT support. Proficiency in analyzing other IT equipment such as servers, cabling, printers and hand-held devices.
• Excellent communication and interpersonal skills, including the ability to communicate effectively with stakeholders at all levels.
• Strong analytical and problem-solving skills with the ability to identify and resolve complex IT problems.
• Personal Attributes: Hard working, Get Stuff Done, not afraid to ask questions and probe
• Exceptional organizational and time management skills, with a strong attention to detail
• Ability to prioritize and handle multiple tasks and changing priorities
• Ability to achieve results both independently and through others by fostering a spirit of teamwork and cooperation
• Demonstrate exceptional communication across all contact channels, including email, chat and phone
• Available to work a flexible schedule including weekends, early mornings, late evenings
• Days and hours of work are Monday through Friday, 7:30 am to 5 pm CST

We Provide:

• Competitive compensation plan
• Competitive Medical, Dental and Vision Benefits
• Company provided Life Insurance and Short-Term Disability
• 401(k) Employer Match
• Generous Vacation and Paid Time Off Programs
• Closed on all major holidays
• Team Member discounts on Visual Comfort Products

Compensation: $75,000

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