IT Support Specialist II

Summit Anaheim currently has an open position for an IT Support Specialist II. Summit Interconnect is a manufacturer of advanced technology printed circuit boards with a specific focus on complex rigid and rigid-flex product with unique expertise in RF/Microwave applications.

The IT Support Specialist II provides support on all compute devices (desktop/laptop/mobile), printers, applications, and performs basic network troubleshooting, and remote desktop support. Support duties to be performed in both the office environment as well as the manufacturing /production floor.

Qualifications: Candidate must have 3 to 5 years’ experience supporting IT systems preferably in the printed circuit industry and must be able to perform each listed responsibility satisfactory. The criteria listed below are representative of the knowledge, skill and/or ability required.

Responsibilities:

• Monitor service desk ticket queues and respond to requests for service in a timely manner.
• Evangelize use of service desk and train users on how to log tickets appropriately.
• Log service requests in the IT service desk when not entered by requestor.
• Build, configure, and support computers, mobile devices, printers/copiers, and related peripherals.
• Install, support, and upgrade software applications deployed to end user computing devices.
• Perform basic network troubleshooting to assist senior IT support in problem resolution.
• Provide end-user training on proper techniques and procedures to effectively complete their work as it relates to endpoint computing.
• Serve as the friendly face of IT to internal/external customers.
• Respond to requests for technical assistance in person, via phone, electronically.
• Research questions using available information resources & advise user on appropriate action.
• Diagnose and resolve technical hardware and software issues.
• Escalate problems to correct resource per SLA guidelines.
• Work with external vendors to resolve issues in a timely manner.
• Perform system imaging and create software installation packages as required.
• Create documentation and KB articles for team members to aid in cross training and consistency in work efforts. Keep documentation up-to-date.
• Inform management of recurring problems.
• Work with team members to find solutions for recurring problems.
• Maintain log of damaged assets and follow defined disposal protocols and procedures.
• Participate in group discussions related to resolving common issues and escalate/collaborate with IT staff in other areas as necessary.
• Other duties as assigned.

Requirements/Skills:

• 3 to 5 years’ desktop support experience installing & troubleshooting Win 10 & 11.
• 3 to 5 years’ experience managing Android/Apple mobile devices in a business environment.
• 3 years’ imaging systems using Acronis, Ghost or other tools.
• 3 years’ in a business facing IT customer support role.
• Proficiency in Microsoft Outlook, Excel, and Word.
• Understanding of basic network troubleshooting commands (ping, ipconfig, tracert, etc.).
• IT helpdesk/servicedesk ticketing system experience (KACE, ServiceNow, etc.).
• Strong verbal and written communication skills with the ability to translate business need into system requirements.
• Flexible and able to work as part of a team or independently.
• Highly organized, attention to detail and able to multi-task.

Education/Certification:

• High School Diploma or equivalent.
• CompTIA A+ certification.

Compensation/Benefits: Summit offers a variety of health and benefit programs. Which include Medical, Dental, Vision, HSA plans, Hospital and Accident plans, Life Insurance, PTO, Matching 401K, and Paid Holidays. Benefits are effective 1st day of the month following date of hire.

Pay Range for this position is $25.00 - $31.00 hour based on experience.

Summit Interconnect is an Equal Opportunity/Affirmative Action Employer