Systems Support Specialist III

We are Generac, a leading energy technology company committed to powering a smarter world.

Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

Major Responsibilities  

• Provide hands on support by installing, diagnosing, repairing, maintaining client management and asset systems.  

• Support local server hardware, operating systems, network infrastructure and telephony by delivering hands on support through troubleshooting incidents with customers via phone or virtual communication. 

• Management, troubleshooting and configuration of M365 platform and related technologies. Including Azure AD, Skype for Business, Teams, Intune, SharePoint Online. 

• Perform assigned tasks with minimum supervision and manage efforts based on proper triage prioritization, documentation and closure; takes corrective action and/or escalates incidences to reduce service down time. 

• Create documentation on new issues resolved, root cause analysis as well as troubleshooting steps attempted prior to closing or escalation of service requests 

• Assist in the implementation(s) of business systems and manufacturing initiatives delivering configurations and end user desktop support with adaptation and assistances of usage. 

• Participate in service desk call/ticket queue as necessary 

• Perform system upgrades; assist end users with migrating to new applications and converting personally developed data files.  

• Follow operational standards for reporting, monitoring, troubleshooting and sourcing issues with provided tool sets. 

• Maintain asset inventory of software and hardware through the asset management tool sets. 

• Ensures all configurations comply with IT policies and security parameters. 

• Consult with IT personnel as necessary to diagnose and resolve system or networking issues. 

• Assist with development, implementation, and management of policies, processes and standards within the complex technical environment across data, voice and video service delivery platforms. 

• Establish and implement activities to improve technology compliance with internal policies and standards. 

• Interact with vendors for incident resolution as required. 

Minimum Job Requirements 

Education 

• Associate degree in Computer Science or equivalent experience 

Certification / License 

Work Experience 

• 5 years of experience troubleshooting PC’s, printers, phone and network issues 

Knowledge / Skills / Abilities 

• Advanced knowledge of Microsoft technologies relating to the configuration and troubleshooting of previous and current versions of Microsoft Windows, Office, Outlook, network printing, M365; 

• Solid understanding of networking, wireless and telecommunication fundamentals; 

• Understanding/troubleshooting of Mobile technology and MDM as it relates to Smart Phones and Tablets;   

• Understanding of installation/configuration and troubleshooting of audio/visual equipment to include video/teleconferencing and projectors;  

• Strong problem solving skills; 

• Solid verbal and written communication skills and willingness to actively contribute in a team environment; 

• Ability to be on-call and deliver support during operations service interruptions 

• Ability to work later evening nights and weekend if required supporting business needs or IT initiatives 

• Ability to travel among other facilities if needed 

Preferred Job Requirements 

Education 

• Bachelor’s degree in Computer Science or equivalent experience