PC Support Specialist - II

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., Manage and Maintain IT Assets (50%)

• Resolve Tier 2 and Tier 3 issues involving hardware, software, networking, and business applications.
• Diagnose system, application, and performance-related issues.
• Support desktops, laptops, collaboration devices, and other technology solutions.
• Collaborate with IT teams to resolve and document recurring issues.

Exemplify Professionalism and Quality Service (45%)

• Demonstrate professionalism while delivering high-quality technical support.
• Maintain a proactive, customer-focused, and solution-oriented approach.
• Partner effectively with internal stakeholders, external customers, and vendors to ensure positive outcomes and service excellence.

• Lift and move equipment weighing up to 50 pounds.

Knowledge, Skills, and Abilities (KSAs)Operating Systems

• Advanced understanding of Microsoft Windows 10/11, macOS, and mobile platforms (iOS and Android).

Networking Fundamentals

• Knowledge of TCP/IP, DNS, DHCP, SMTP, VPNs, and Active Directory concepts.

Enterprise Tools

• Experience supporting Microsoft 365/Office 365, including Outlook, Teams, OneDrive, and related productivity applications.
• Familiarity with remote support tools and technologies.

Security & Maintenance

• Understanding of operating system patching, driver updates, antivirus solutions, and endpoint protection.

Hardware Lifecycle Management

• Experience with imaging, provisioning, hardware refresh initiatives, and proper e-waste disposal processes.

Troubleshooting

• Strong analytical and problem-solving skills with the ability to independently resolve complex hardware and software issues from identification through resolution.

Configuration & Setup

• Experience configuring and supporting desktops, laptops, mobile devices, printers, and A/V equipment.

Automation & Scripting (Preferred)

• Exposure to PowerShell, VBScript, or batch scripting.

Documentation

• Ability to create knowledge base articles, maintain technical documentation, and perform ticket trend analysis.

Remote Support

• Proven ability to support distributed teams using remote support tools and techniques., * Associate degree in Computer Science or a related field.
• Industry certifications such as CompTIA A+, Network+, ITIL, or Microsoft Fundamentals certifications preferred.
• Minimum of 3 to 5 years of experience configuring, troubleshooting, and supporting desktop, laptop, and mobile hardware and software in Windows, iOS, and Android environments.
• Relevant education may be considered in lieu of some experience requirements.
• Strong experience supporting Microsoft 365 productivity tools, including Microsoft Office applications, OneDrive, and Teams.