Technical Support Specialist (Help Desk) at Garmin International in Cary, North Carolina

Job Description:

GPS Manufacturer/Distributor

We are seeking a Technical Support Specialist 2 at our location in Cary, North Carolina.  In this role, you'll provide first and second level IT support to internal end users and respond to their needs and/or alerts through moderately complex troubleshooting, resolution, or escalation steps.  Manage and implements initiatives or change controls. Other essential functions include:

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  Install and maintain desktop technologies (Desktops, Laptops, Phones, Monitors, Printers, etc)

  
  


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  Assist in person, or remotely, in the resolution of support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction

  
  


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  Maintain printing and assist with network printer system maintenance

  
  


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  Research, resolve, and respond to questions received via telephone calls, e-mail, walk-ups, incident tickets and callbacks in a timely manner, in accordance with current procedures

  
  


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  Acquire and maintain current knowledge of relevant IT product offerings and support policies in order to provide technically accurate solutions to Garmin associates

  
  


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  Monitor conference room performance, scheduling and maintenance 

  
  


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  Assists associates in IT Specialist 3 role on projects, initiatives, and complex support issues as assigned

  
  


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  Manages and implements initiatives or change controls in an Agile environment with ITIL best practices

  
  


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  Makes recommendations for process improvements and self-service initiatives

  
  


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  Identifies interdependencies in system and application components

  
  


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  Creates work instructions and knowledge base articles to empower associates and transfer of knowledge

  
  


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  Demonstrates proficient use and IT knowledge of standards and procedures

  
  


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  Provides reliable solutions to a variety of problems using sound problem techniques including performing root cause analysis and identification of corrective action for given problems

  
  


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  Communicates in written and verbal form effectively in a large team or departmental setting 

  
  


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  Serves as a mentor and trainer to less experienced IT Specialists

  
  


• Responsible for working after hours in an "on call" capacity based on a rotation shared by the Help Desk and Technical Support Specialist Teams


• Performs other duties as assisgned


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  Travel to other Garmin locations to provide onsite support as needed

  
  

Qualified candidates possess a High School diploma or GED and coursework towards completion of an associates degree OR a minimum of 4 years IT or technical experience.  Other requirements include:

• Outstanding academics with the demonstrated ability to apply learned knowledge


• Demonstrates moderate familiarity with troubleshooting and research tools for Mac, Linux and Windows Systems


• Demonstrates moderate familiarity with asset, service, monitoring, and documentation tools (eg ITJira, Confluence, Sharepoint)


• Previous experience working in a business team environment preferred


• A+, Network+, Security+, HDI Desktop Advanced Support Tech, Apple Certified iOS Tech and Linux+ Certifications


• Moderate knowledge with network support tools, fundamentals and technology to include, TCP/IP, DHCP and DNS client and printer configuration


• Moderate Linux fundamental, powershell, shell scripting, SCCM, Jamf and SSH


• Previous experience working with IT vendors and partner


• Demonstrated strong and effective verbal, written and interpersonal communication skills in a small team setting

Garmin International is an equal opportunity employer.  Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran’s status, age or disability.