IT Service Desk Support Specialist II

It Service Desk Support Specialist Ii

Advanced Energy is a global leader in the design and manufacturing of highly engineered, precision power conversion, measurement, and control solutions for mission-critical applications and processes. AE's power solutions enable customer innovation in complex applications for a wide range of industries including semiconductor equipment, industrial, manufacturing, telecommunications, data center computing, and healthcare. Advanced Energy has devoted four decades to perfecting power for its global customers and is headquartered in Denver, Colorado.

Position Summary

The IT Service Desk Support Specialist II is responsible for installing, configuring, supporting, and maintaining Microsoft Windows server/desktop infrastructure. Troubleshoots escalated server, software, and hardware issues. The specialist recommends, schedules, and implements system hardware and/or software upgrades or repairs.

Responsibilities

• Performs day-to-day desktop/laptop and network administration duties to include installing, configuring, and troubleshooting desktop systems, printers, and peripherals in mixed Microsoft Windows environment.
• Maintain passwords, data integrity, and file system security for the desktop environment.
• Provide excellent customer service to end users by communicating all stages of progress in resolution of the reported problem.
• Configure wireless devices for connectivity to corporate O365 email.
• Works on software installation, update, and configuration as directed by ticketing system and Service Desk Supervisor and Manager.
• Works independently on imaging, configuration, and placement of new PCs.
• Assists in maintaining and updating support information such as the PC Support Queue, PC inventory, Assets, PC loaners, etc. as directed by Service Desk Supervisor.
• Maintain phone systems.
• Conduct training designed to educate computer users about basic and specialized applications throughout the organization.
• Works with Service Desk Manager and Service Desk Outsourcer to determine daily/weekly priorities and to troubleshoot advanced technical problems.
• Tests new software and operating systems and makes recommendations on deployments.
• Participate in projects to improve the end user computing experience.
• Directs advanced technical problems to the appropriate resource when necessary.
• Be responsible for after-hours support.

Work Environment

Location: Fort Collins, Colorado Environment: In-office role in engineering, sales, and manufacturing facility Standard office environment; spends majority of the day moving throughout local buildings and helping users with PC problems at the user's desk Required to lift 40 lbs. repeatedly throughout the day. Overtime may be required at times, including evening work, on-call weekends, and additional project hours. Domestic travel of up to 10%.

Qualifications

Excellent customer service skills Knowledge of PC hardware and peripherals Advance knowledge of Windows 10/11, and TCP/IP networking Proficiency in Active Directory, Office 365, networking concepts, anti-virus and security tools and PC hardware and software troubleshooting skills. Excellent interpersonal, communication, and organization skills Ability to work independently and communicate effectively with users and coworkers. Strong project management skills, ability to set priorities and meet deadlines with flexibility. Problem solving – the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully. Ability to evaluate information and exercise good judgment in making decisions.

Experience

5+ years providing technical support in IT support role 5+ years supporting Microsoft PC environment 5+ years' experience in a related field with extensive technical experience. Experience supporting remote users utilizing VPN connectivity.

Education

Essential: Associate's degree in computer information systems Desirable: A+ certification, MCP and Windows 10/11 certification

Compensation

As required by multiple state pay transparency laws, Advanced Energy provides a reasonable range of compensation for each job posting. Actual compensation is influenced by an array of factors including, but not limited to, skill set, level of experience, and specific office location. The range of starting pay for this role is $28.00 per hour to $38.00 per hour.

Benefits

As part of our total rewards philosophy, we believe in offering and maintaining competitive compensation and benefits programs for our employees to attract and retain a talented, highly engaged workforce. Our compensation programs are focused on equitable, fair pay practices including market-based base pay, an annual pay-for-performance incentive plan for eligible positions, and a discounted Employee Stock Purchase Plan. In addition to our competitive compensation practices, we offer a strong benefits package in each of the countries in which we operate. In the U.S., we offer a rich benefits package that includes: Medical - multiple medical plans are available to choose from Short and long-term disability and life insurance Health savings and flexible spending accounts Generous time off policy starting with 3 weeks of paid vacation, 7 days of paid sick time, and 12 paid holidays 8 hours of paid volunteer time off 8 weeks of paid parental leave for both Moms and Dads Company matched 401(k) Tuition reimbursement Expanded mental health coverage and employee assistance programs Other voluntary benefits include critical illness, accident and hospital indemnity, pet insurance, identity theft, and legal assistance

Company Commitment

Advanced Energy is committed to diversity in its workforce including Equal Opportunity Employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, and/or veteran status. Advanced Energy is also committed to providing reasonable accommodations in our job application process/procedures for qualified individuals with disabilities. If you require assistance in completing an Advanced Energy application, please reach out to HumanResources@aei.com.