JOB DESCRIPTION



Job Title: Technician II, Client Services


Location: Baltimore, MD


Department: IT


Hybrid Schedule: Our hybrid work environment includes two (2) remote days/week.


Rust-Oleum Corporation is a worldwide leader in protective paints and coatings for both home and industry.

We offer a wide range of products including decorative fashion paints, durable industrial roof repair coatings and, of course, our famous rust-fighting formula that started it all.


Summary:


The Technician II is responsible for maintaining, supporting and troubleshooting desktop, laptop, RF handhelds, and mobile devices, as well as providing end user support.

Primary functions also include the tracking of leased assets, and the proactive analysis of currently deployed technology and provide recommendations for future optimizations.

Assist with SOX compliance, and general IT security best practices.

Also assists with non-endpoint related projects such as site upgrades (wireless and wired networks, phone system, etc)


Responsibilities:

• Evaluate incoming tickets to identify patterns, analyze current toolset and gather end-user requirements to provide recommendations for optimization.
  
  Manage incoming support tickets from end users, including documenting details, providing troubleshooting steps and resolution.
  
  Install, maintain and support end user software.
• Manage the end point lifecycle process and make recommendations for optimization.
  
  Lead efforts, and provide guidance on, defining the future end point strategy.
  
  Manage the tracking of leased assets and the configuration of new leased equipment.
  
  Manage End Point vendor relationships.
• Participate in monthly maintenance downtime as needed.
  
  Participate in on-call support rotation as needed.
  
  Assist with other facets of IT Infrastructure operations as needed.
  
  
• Anticipates and prevents problems and roadblocks before they occur.
• Analyze and correlate data to identify issues, trends, or exceptions to drive improvement of results and find solutions.
• Facilitate information to the management as required, including producing and delivering various dashboard, metrics, and other reports.

• 3 to 5 years of experience with imaging, maintaining, and troubleshooting desktops, laptops, and mobile devices
• 3 to 5 years of technical knowledge of Microsoft Windows and MAC OS operating systems
• 3 to 5 years of experience with troubleshooting the Microsoft Office suite of applications
• 3 to 5 years of experience with Microsoft Office 365 administration
• 3 to 5 years of experience with Microsoft Entra administration
• 3 to 5 years of Microsoft Server Active Directory administration
• Knowledge of RF Guns and Label Printers
• Knowledge of TCP/IP principals, including DNS and DHCP
• Ability to manage and deliver multiple priorities in a constrained timeline.
• Ability to identify business and IT technical requirements.
• Ability to support cross-team collaboration to ensure your focus area integrates with the overall solutions.
• Excellent oral and written communication
• Strong problem-solving skills, attention to detail and the ability to work independently and as part of a team in agile discipline.