Tech Support II - REQ # 1408

Summary: Mitsubishi Electric Trane HVAC US LLC is looking for a Tech Support II. The role involves the successful deployment, operation, and support of all desktops, laptops, mobile devices, printers, and peripherals, while ensuring a positive support experience for customers. Responsibilities: - Administer and manage the imaging, deployment, performance, maintenance, support, and upgrade of company issued laptops, desktops, mobile devices, computer hardware, software, operating systems, and distributed printers - Provide troubleshooting, technical support, and guidance to local and remote users using remote monitoring and management tools - Perform root cause analysis and provide solutions to software, hardware, and system problems by researching problems and questions, diagnosing, troubleshooting, and applying available information and resources - Troubleshoot issues related to active directory objects including security settings and email profiles - Ensure a positive support experience for customers; develop good relationships and trust with company corporate users by exhibiting a professional attitude and a welcoming approach to understanding customers’ problems - Work with technical teams and end users to execute and maintain systems that apply industry best practices in achieving business objectives, while ensuring the integrity and security of the data, network, and systems - Carry out accurate tracking and documentation of service requests using the internal ticket system to organize and prioritize tickets while ensuring department Service Level Agreements (SLAs) are met - Develop and maintain documentation for technology and business processes for end user support - Champion the use of Microsoft Office 365 applications across the business to replace “one-off” solutions - Contribute to technical planning, implementation, and support of IT and business information projects as needed - Implement improvements in IT Operations and IT support process as needed - Performs other job functions as assigned Required Qualifications: - Associate degree in Information Technology-related specialty, or related computer or Microsoft certifications - 1-2 years of experience in a Microsoft Active Directory environment or in a related area - Strong Customer Service orientation - Ability to communicate effectively with peers, business users, and management - Ability to work in a fast-paced environment - Ability to perform diagnostics, identify problems, communicate problem resolution and the ability to learn on the job - Ability to work independently and in a team-oriented environment - Team player demonstrating METUS core values including a desire to win together, deliver excellence, drive sustainability, focus on execution and learn continuously Preferred Qualifications: - Familiar with the following systems or applications: Active Directory, Microsoft O365 Exchange, Microsoft Intune, Microsoft O365 Applications and Microsoft Edge Browser - Additional desired skills include knowledge of Apple iMac and Apple iPhone technical support, PDQ Inventory and tools - Familiar with Warehouse Zebra scanners and device support experience helpful - Familiar with SOTI MDM server helpful Required Skills: Active Directory, Microsoft O365, Technical Support, Troubleshooting Important Skills: Microsoft Intune, Apple Support Nice-to-Have Skills: Customer Service, SOTI MDM, PDQ Inventory, Zebra Scanners Benefits: 401(k), Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents, 80 hours of vacation per year, 56 hours of paid sick leave annually, 13 paid holidays throughout the calendar year, Up to 12 weeks of paid or unpaid [parental/disability/emergency/etc.] leave, if eligible