Shared Services Technical Support Level II - Jonesboro, AR (ONSITE)

Welcome to Hytrol Careers

This role is fully onsite, and candidates should be prepared to work in person 100% of the time; no remote options are available.

Overview

Join our technology team in the Shared Services Technical Support Level II role, where you will provide essential support to various departments, ensuring smooth operations and quick resolution of technical issues. As a Level II technician, you will tackle more complex technical challenges and ensure system functionality across our departments and facilities. This position is ideal for individuals with solid technical foundations eager to grow their expertise and support our critical business functions.

Responsibilities

• Provide second-level technical support, handling more complex hardware, software, and network-related issues that cannot be resolved by Level I support
• Assist in escalating issues to senior technicians or third-party vendors, when necessary, while continuing to monitor progress until resolution
• Assist with the setup, configuration, and maintenance of shared services systems, including network infrastructure, servers, and business-critical applications
• Manage and prioritize tickets in the ticketing system, ensuring timely and accurate resolution of technical issues and maintaining service-level agreements (SLAs)
• Work closely with various departments to understand their specific support needs and provide solutions accordingly
• Assist with training staff on the use of software, systems, and procedures relevant to shared services
• Maintain comprehensive documentation of support activities, solutions, and best practices for reference and reporting
• Identify and recommend improvements to current processes, tools, and systems to enhance service efficiency and user experience
• Take on additional responsibilities or special projects as deemed necessary by management to support the overall success of the business

Qualifications 

• Proficiency in troubleshooting Windows, office productivity software (e.g., Microsoft 365), and basic networking concepts
• Experience with Active Directory, SCCM, remote desktop tools, and basic scripting is a plus
• Familiarity with cloud-based services and virtualization technologies (e.g., Azure, AWS, VMware)
• Strong verbal and written communication skills to interact with users, document issues, and relay technical information to non-technical staff
• Strong analytical skills with the ability to diagnose and resolve more advanced technical issues independently or with limited supervision
• A strong customer service mindset, ensuring user satisfaction by maintaining professionalism and providing timely, effective solutions
• Ability to manage and prioritize tasks in a fast-paced environment while meeting deadlines
• Willingness to collaborate and support various teams within the organization

Education

Associate’s degree in Information Technology (related field) or equivalent work experience

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