Tech Support II

GIBSON

Gibson (the company) is an American manufacturer of guitars and other musical instruments based in Nashville, Tennessee. Orville Gibson founded the company in 1902 in Kalamazoo, Michigan, to make mandolin-family instruments. Gibson moved into guitars and invented the archtop guitar by constructing the same type of carved, arched top used on violins. By the 1930s, the company was also making flattop acoustic guitars, as well as one of the first commercially available hollow-body electric guitars. Many Gibson instruments are highly collectible since Gibson was at the forefront of innovation in acoustic guitars, especially in the big band era of the 1930s. Gibson sells guitars under a variety of brand names and builds one of the world's most iconic guitars, first solid-body electric guitar, the Gibson Les Paul. Gibson operates via a central headquarters supporting five manufacturing facilities and small regionally-based support structures that enable the sales and marketing activities in each four different worldwide regions.

OVERALL JOB PURPOSE

The Technical Support II role reviews, analyses, repairs, performs builds and evaluates information technology systems. Participates in IT asset management and Help Desk functions: answering and distributing trouble tickets, performing PC builds and repairs and participating in IT team projects.

ROLES & RESPONSIBILITIES

The Technical Support II Role will:

• Participates in Help Desk functions: answering trouble tickets, allocating tickets to other IT staff as needed, oversees trouble ticket life cycle.
• Will have daily responsibilities and accountabilities as required from IT management. 
• Performs PC builds, repairs and participates in overall system monitoring
• Participates in small project teams to develop and implement innovative solutions to business problems/processes
• Provides technical assistance to users working towards the resolution of operational problems.
• Creates and maintains accurate system documentation and reports.
• Collaborates with other IT staff company-wide to identify, analyse, and devise solutions to meet business needs.
• Prioritizes inquiries and requests from end users
• Other duties as assigned 

PERSON SPECIFICATION

Required Experience and Qualifications

The successful candidate will be well versed in the appropriate field of expertise. The successful candidate’s qualifications will include:

Essential Skills & Knowledge

• Associates Degree in Computer Science or related technical training
• 2-4 years’ experience in related field
• Strong organizational skills
• Excellent written and oral communication skills 

• Ability to successfully manage multiple tasks at any given point, strong relationship building skills & communication skills
• Has knowledge of commonly-used concepts, practices, and procedures.
• Experience with administration of Microsoft Active Directory, computer hardware, software and various operating systems 

Personal Qualities

• High level of integrity and dependability with a strong sense of urgency and results-orientation, with a track record for delivering to plan
• Flexibility to adapt quickly to changing circumstances; able to proactively question and challenge to prioritize and identify solutions in timely manner
• Curious in nature and always looking to question, learn, and look for better ways to do things
• Relish working in a company with a diverse and fast paced environment
• Personable, fun, team oriented

Travel
 Travel to company’s manufacturing facilities in the Nashville area is expected frequently. Use of a car and a valid drivers license is critical.

Nota Bene:

The company’s job descriptions are not intended to be a complete detailed account of all expected/anticipated activities. We operate in a fast-moving and competitive global environment and therefore need employees to be flexible.