IT Specialist 2 - IT Service Delivery

IT Specialist II, IT Service Delivery

Reports to: Senior Manager, IT Service Delivery

Location: Waukesha, WI

FLSA Status: Full time, Exempt

The Company
Meriton is a national investment holding company with a portfolio of six operating companies in the commercial HVAC industry. Founded in 2019, Meriton is the parent holding company to successful commercial HVAC businesses in the nation. All Meriton businesses offer innovative commercial systems with flexibility of equipment and solutions to best match each application. The Meriton businesses work with industry professionals and end users from the conceptual stage of projects to provide energy-efficient, value-added solutions to their complex problems. Our sales professionals offer technical expertise and application experience in the design, construction, commissioning, and operation of building mechanical systems.

The overall mission is simple: we want to create value and make a difference every day in our journey to be the best HVAC sales and service organizations in North America. Meriton believes we can succeed in that mission by being the BEST provider for our clients, the BEST partner for manufacturers, the BEST company for our employees, and the BEST investment for our current and future shareholders.

The Opportunity
The IT Specialist II ensures proper computer, software, and network operation so that end users can accomplish appropriate business tasks for all business units. This position assists customers by taking service desk calls on a shift basis and provides support, training, and access management as needed. They are also responsible for the build, deployment, effective maintenance, and tracking of all IT equipment. The IT Specialist II assists in the development of strategies and plans to create technology solutions that are in alignment with business operations. They possess excellent interpersonal and communication skills, both oral and written; able to articulate ideas to both technical and non-technical audiences.

Responsibilities

• New user equipment and account setup, including deployment and license management.
• Train end users in the use of equipment and software
• Actively diagnose and respond to support tickets, incoming calls, emails, and walk-up requests.  Track and monitor the problem to ensure a timely resolution and follow-up.
• Provide both in-person support and support for remote workers.
• Support Apple products such as MacBook, iPad, & iPhone
• Support Microsoft products such as Windows, Office, Office365, and other cloud-based applications and support various vendor applications as needed.
• Support Apple hardware and software to diagnose and resolve issues with desktops, laptops, portable Macintosh systems, and mobile devices.
• Configure and support iPhone and iPad devices.
• Assist staff by providing audio/video conference support for presentations and meetings.
• Provide direct support of cyber security practices maintaining anti-malware, threat management, vulnerability management and anti-phishing technologies.
• Interact with vendors to facilitate repairs of hardware, i.e., printers and laptops.
• Manage inventory of hardware and software assets
• Support development and implementation of new computer projects and new hardware installations as well as software rollouts.
• Perform system administration for various enterprise tools and platforms.
• Perform hardware and software system configuration, maintenance, and upgrades.
• Manage projects of moderate scope, such as: design and implementation, system migrations, and MDM deployments.
• Evaluate products and IT processes and then recommend changes.
• Document IT processes, workflows, and produce system documentation as needed.
• Occasional travel to branch office locations may be required.

Education/Experience

• Minimum 2 years of experience in an IT services support role
• Associate degree preferred
• MacOS experience required
• iOS experience preferred
• InTune experience preferred
• Microsoft (MCP) Certification and/or ITIL (fundamentals level) preferred
• Familiarity with PowerShell required
• Office 365 administration preferred
• Azure and Windows Server experience preferred
• MSP experience preferred
• Knowledge of TCP/IP - LAN, WAN, wLAN and vLAN technologies
• Knowledge of MS Active Directory infrastructure
• Familiarity with IP Telephony and cell phone technology
• Excellent analytic and problem-solving skills
• Capable of working independently with minimal supervision

Key Competencies

Language Skills 
Read and comprehend simple instructions, short correspondence, and memos. Write correspondence. Present information effectively in one-on-one and small group situations to customers, clients, and other organization employees.
Operating SkillsDiscern between and prioritize tasks to determine the best way to accomplish goals.  Organize tasks to get results in a timely manner and often against strict deadlines.  Sort out processes and simplify them to maximize workflow.Behavior Skills
Manage people and situations when conflicts arise.  Seize opportunities with the drive to complete goals.
Reasoning Ability 
Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Handle problems involving several concrete variables in standardized situations. Possess the mental stamina for problem solving and prioritizing multiple tasks.
Personal and Interpersonal Skills
Establish and grow relationships with customers through effective verbal and written communication.  Have a strong dedication to the needs of the customers, manufacturers, and peers.  Have patience and listen actively to all business partners.  Solve problems and skillfully negotiates with a minimum of noise, while managing stress.  Demonstrate integrity and trust through appropriate directness and truthfulness.  Understand personal strengths and weaknesses, seeks feedback, and improves upon shortcomings.

Other Skills/Abilities

Environmental Requirements

Will be required to work in an office environment and occasionally in the field.

Physical Demands
While performing the duties of this job, hands are regularly needed to operate computer keyboard, telephone, and other general equipment. Frequent standing, walking, and sitting is necessary. Occasional climbing, balancing, stooping, kneeling, crouching, or crawling is also necessary. Must be able to regularly lift and/or move up to 25 pounds and frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Interview Process

As part of the interview process, candidates may participate in a technical assessment focused on practical scenarios and responsibilities relevant to the role.

Additional Information

Meriton is an Equal Opportunity Employer. This job description is not intended to be all-inclusive; employees may perform other related duties as negotiated to meet the ongoing needs of the organization.