Computer Support Technician Ii

Company Overview

Headquartered in Austin, Texas, Wilsonart is a world leading manufacturer and distributor of engineered surfaces with approximately $1.4b in annual revenue and a global workforce of more than 4,500. Wilsonart surfaces are used in the office, education, healthcare, residential, hospitality and retail markets. Wilsonart, operating under the Wilsonart®, Resopal®, Polyrey®, Arborite®, Laminart®, Bushboard™, Mermaid™, Shore®, Ralph Wilson®, KML®, NewLeaf®, Wetwall®, Durcon® and Technistone® brands, manufactures and distributes High Pressure Laminate, Quartz, Solid Surface, Coordinated TFL and Edgebanding and other engineered surface options. Wilsonart does business in more than 100 countries with manufacturing operations in North America, United Kingdom, France, Germany and Czech Republic.

Positioned for Future Growth

An extensive global manufacturing footprint, state-of-the-art process technologies, and scalable Global distribution capabilities provide a meaningful competitive advantage with excellent brand recognition and a reputation for product innovation and superior service which allow for strong and stable margin performance and robust cash flow conversion. We have a strong company culture and extremely talented employee base as well as a dedicated and invested core Executive Leadership Team.

Our History

For more than 60 years, Wilsonart has honored our founders' promise to provide our customers with industry-leading products and service. In November 2012, Wilsonart became a new, independent company when Clayton, Dubilier & Rice ("CD&R") and Illinois Tool Works Inc. (NYSE:ITW) completed a transaction for the sale of ITW's Decorative Surfaces business unit. CD&R acquired a majority stake in the new freestanding business and ITW retained an ongoing ownership stake.

Founded in 1978, Clayton, Dubilier & Rice is a private equity firm with an investment strategy predicated on producing financial returns through building stronger, more profitable businesses. The Firm’s partners and advisors include a combination of skilled investment decision-makers and seasoned corporate leaders from major global enterprises. Since inception, CD&R has managed the investment of more than $18 billion in 56 businesses with an aggregate transaction value of approximately $90 billion. The Firm has offices in New York and London. For more information, please visit http://www.cdr-inc.com/.

Illinois Tool Works or ITW (NYSE: ITW) is a Fortune 200 company that produces engineered fasteners and components, equipment and consumable systems, and specialty products. It employs more than 50,000 people, and is based in Glenview, Illinois, with operations in 57 countries.

Our Mission and Values

Wilsonart is driven by a mission to create surfaces people love, with service you can count on, delivered by people who care. Wilsonart is driven by providing beautiful, hard-working, on-trend and high performing engineered surfaces for whatever you need to cover. For decades, our companies worldwide have given designers and builders the right tools for the job, no matter how specialized. Today, we bring you a portfolio of solutions, both decorative and functional, that spans retail, hospitality, healthcare, education, office and institutional applications.

Service You Can Count On.

Wilsonart is dedicated to getting our customers what they want, when and how they want it. From a North American fleet of trucks, to strategically located distribution centers around the world, we can service the globe with our expanding range of products and services.

People Who Care.

Over 4,500 people strong, Wilsonart is made up of dedicated people who care about doing the right thing, every day. Whether it’s making a flawless sheet of high pressure laminate, volunteering at a community house raising or sourcing sustainable materials, Wilsonart people care deeply about what they do, who they do it for, and how they do it.

As a Computer Support Technician you will Install, maintain, troubleshoot, and upgrade personal computer hardware systems (desktop and laptop), software, peripheral equipment, and production manufacturing computer systems. Create process and procedure documentation, update service desk entries, and provide computer support in person, via phone, or remotely. Requires advanced troubleshooting skills and research techniques to resolve advanced computer support issues and perform root cause analysis. Team Leader on special projects and coordination of project teams.

Essential Duties and Responsibilities:

• Team Leader on special projects and coordination of project teams
• Provide after-hours support to manufacturing production computers, monitors, printers, scanners and other related hardware and systems on a rotating basis.
• Use initiative and independent judgment within established guidelines and procedures.
• Assist with planning, design, research, testing, and recommendation of new or upgraded hardware and software systems.
• Perform other duties as required.
• Install, configure, and upgrade operating systems and software packages.
• Work productively as a member of the Information Technology team
• Organize own work and set priorities to meet critical deadlines.
• Install computers (PC & Mac), monitors, printers, scanners, and other related hardware and configure network connectivity (both wired and wireless) for such devices.
• Troubleshoot problems with computer systems (PC & Mac) including hardware and software, e-mail, network, and peripheral equipment.
• Mobile device management including iOS and Android devices and cellular devices support.
• Assist/train clients in proper use of PC applications, network functions, and best practices
• Serve as consultant and technical resource on effective use equipment and systems in support of business activities.
• Configure, install, maintain, and repair computers (PC & Mac) and other IT equipment.
• Provide leadership in problem determination and resolution.
• Maintain personal knowledge of current IT technology (hardware, software, and networking), research solutions and make procurement recommendations.

Knowledge, Skills and Abilities:

• Knowledge of smart phone (iOS and Android) configuration and troubleshooting.
• Knowledge of personal computer hardware, software, and peripherals and procedures for installing, configuring, upgrading, troubleshooting, and repairing applicable software, hardware, and peripherals.
• Ability to work independently and as a member of a team in a fast-changing industry and work environment.
• Expert ability to analyze problems, develop solutions, and make recommendations.
• Expert knowledge of Microsoft and Mac operating systems, Active Directory, and common business applications in a network environment.
• Intermediate knowledge of networking concepts (IP addressing, DHCP, DNS). Excellent communication skills (oral and written) with all levels of the organization (technical and non-technical).

Minimum Requirements:

Education: Associate's Degree in Computer Science, Information Technology or similar field. Equivalent combination of education and experience will be accepted in place of degree requirement.

Experience:

• 5+ years general computer installation, maintenance, support, and repair experience.