Position Summary:

Do you enjoy helping people and have an aptitude for troubleshooting technical issues with hardware and software? Silver Eagle Beverages is the premier beverage distributor in Southwest Texas and one of the largest Anheuser-Busch distributors in the country. We are currently seeking an IT Support Technician II to provide outstanding technical support for our employees, so they maintain their focus on creating value for our customers.

Objectives of this Role

• Provide Tier/Level I support for 200+ users, 100+ applications and 4 facilities, including triage issues and escalating to teammates as needed
• Apply a high level of customer service and collaboration skills with business customers and IT team members
• Clearly document processes and procedures as needed
• Continually seek innovative solutions for present issues and in anticipation of future needs

Major Duties and Responsibilities

• Troubleshoot and apply appropriate solution for laptops, tablets, mobile and VoIP phones, mobile and MFP printers/plotters, conference room AV and others
• Receive phone calls, emails and ticketing system requests for assistance and escalate them as needed
• Install, configure, test, and distributes new devices and software as needed
• Assist with maintaining and improving the security of all systems and endpoints
• Maintain focus on providing a solution for the user/teammate vs. just closing tickets
• Assist IT leadership and teammates identify training or improved technical processes that could improve efficiencies and effectiveness across the company
• Test compatibility of new programs with other software and operating systems
• Continually learn more about existing and new technologies and collaborate with team members on innovative solutions that could help streamline and improve company operations
• Provide support for conference room audio/visual hardware and processes
• Perform other duties as assigned

Minimum Qualifications:

• High School Diploma required; college degree in technology-related major preferred
• 3-5 years of experience working in a similar role
• Professional certifications including CompTIA A+
• Advanced proficiency with Microsoft Office Suite, Windows operating systems and solid understanding of networking principles
• Excellent problem-solving and troubleshooting skills
• Customer-service, collaborative, and continual improvement mindset
• Ability to communicate technical information in an appropriate manner to non-technical employees
• Software maintenance and testing capability
• Excellent hands-on technical knowledge of laptops, tablets, mobile phones, VoIP phone systems, printers (both mobile and MFC), Bluetooth, Wi-Fi, and more
• Ability to effectively prioritize and execute tasks in a high-pressure environment

Physical Requirements

• Talk, hear, and see (including close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus)
• Must be able to lift/carry/push/pull up to 25 pounds
• Must be able to pass Drug Screen

Working Conditions

• The worker is subject to hazards. Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, and electrical current.