Global Services Tech II

Department: Global Tech Services (GTS)

Location: Brandon/Lakeland, Florida

Reports To: GTS Manager / GTS Senior Manager

Employment Type: Full-Time

Global Tech Services - Tech II

Position Overview Independent technical role supporting enterprise-wide systems across Manufacturing, Distribution, Supply Chain, Retail, and Back Office operations. Provides advanced troubleshooting and system support while maintaining documentation and implementing technical solutions.

Primary Responsibilities

Technical Support

• Manage IT ticketing system for hardware/software issues
• Support multi-platform environments (Windows, Apple, Linux)
• Configure and troubleshoot mobile devices and scanners
• Install and maintain printer systems (Laser, Thermal, Check, Badge)
• Network cable installation and maintenance

System Management

• Desktop/laptop/tablet imaging and deployment
• Software installation and configuration
• Asset and inventory tracking
• Network infrastructure support
• Vendor liaison and coordination

Documentation & Process

• Maintain knowledge base documentation
• Implement process improvements
• Follow escalation procedures
• Monitor warranty periods
• Track IT assets

Required Qualifications

• Associate degree in Computer Science/Information Systems or equivalent experience
• 3+ years endpoint technical support experience

Certifications

• CompTIA A+
• CompTIA Network+
• ITIL Foundation
• Microsoft 365 Certified: Endpoint Administrator Associate
• Apple Certified Support Professional (ACSP)

Technical Skills

• Windows/Mac OS troubleshooting
• Network infrastructure support
• Hardware diagnostics
• Mobile device management
• Printer system maintenance

Professional Skills

• Strong communication abilities
• Problem-solving expertise
• Time management
• Documentation proficiency
• Customer service focus
• Team collaboration

Additional Requirements

• Occasional domestic travel
• Flexible schedule availability
• ITIL process knowledge
• Continuous improvement mindset
• Multi-project management ability

This position requires technical expertise, strong problem-solving skills, and dedication to customer service excellence while maintaining enterprise-wide system support.