PC Support Specialist

The PCS Support Specialist II provides Tier 2 technical support for desktop systems, software, and peripherals across corporate offices, distribution centers, and field locations. This role ensures optimal functionality and performance of end-user devices, supports lifecycle refresh projects, and contributes to enterprise IT initiatives through collaboration, documentation, and continuous improvement

Duties & Responsibilities: What major responsibilities does this position have and what percentage of time is spent on completing them?
?    Manage and Maintain IT Assets: Resolve Tier 2–3 issues involving hardware, software, networking, and business applications. Diagnose system errors, application errors, and performance issues. Support desktops, laptops, collaboration devices and ad-hoc solutions. Collaborate with IT teams to resolve and document recurring issues.    50%
?    Exemplify Professionalism and Quality Service: Demonstrate professionalism, delivering high-quality service with a proactive and solution-oriented approach with internal stakeholders, external customers, and vendors.    45%
?    Mobility and Flexibility: Ability to travel as required, and can lift and move equipment weighing up to 50 lbs.    5%

Knowledge, Skills and Abilities (KSAs): What KSAs are required to perform this job?
•    Operating Systems: Advanced understanding of Microsoft Windows (10/11), macOS, and mobile platforms (iOS/Android).
•    Networking Fundamentals: TCP/IP, DNS, DHCP, SMTP, VPNs, and Active Directory concepts.
•    Enterprise Tools: Microsoft Office 365 suite, OneDrive, Teams, and remote support tools.
•    Security & Maintenance: OS patching, driver updates, antivirus, and endpoint protection.
•    Hardware Lifecycle: Imaging, provisioning, hardware refresh, and safe disposal (e-waste).
•    Troubleshooting: Ability to resolve complex hardware/software issues and see issues through to completion.
•    Configuration & Setup: Desktop, notebook, mobile device setup, printer mapping, and A/V support.
•    Automation & Scripting (preferred): PowerShell, VBScript, batch scripting.
•    Documentation: Creating knowledge base articles and ticket trending analysis.
•    Remote Support: Supporting distributed teams using remote tools and techniques.

Work Experience &/or Education: What are the minimum education and/or experience requirements necessary to perform this job?
•    Associate degree in Computer Science.
•    Network +, ITIL certification, A+ certification or Microsoft fundamental certifications. 
•    Minimum 3-5 years of experience in setup, configuration, troubleshooting of desktop, notebook, mobile hardware, and software (Windows/iOS/Android).
•    Education can offset experience requirement.
•    High level of experience supporting Microsoft Office 365 productivity tools, including the Office suite, Microsoft OneDrive and Microsoft Teams.