Progressive Machine & Design is hiring: IT Support Agent II in Victor

The IT Support Agent II Provides a single point of contact for internal employees to receive support, maintenance, and training.

Essential Duties & Responsibilities include, but are not limited to:

• Provide the first line of technical support to internal employees by responding to user issues via email, phone, or in person, escalating as needed (or per instruction) in a timely fashion.
• Accurately record, update, and document support requests using the company ticketing application.
• Monitor ticketing queue and work on assigned tickets. Resolve or escalate all issues based on priority. Communicate effectively with users and update tickets with all relevant information. Follow tickets through to resolution. Include all pertinent details in tickets description and resolution.
• Assist System Administrator with routine account management/administration activities
• Maintain up-to-date documentation manuals, and how to instructions related to PMD systems.
• Assist with scripting and maintaining PDQ Deploy software deployment environment.
• Install, configure, and maintain workstations, servers, and network equipment.
• Configure and deploy software to automate monitoring, auditing, maintenance, and administration tasks.
• Familiarity with Active Directory and basic network protocols.
• Escalate support issues to Team Lead, Systems Administrator, Software Engineering, or outside vendors as appropriate.
• Provide end user training per work instructions.
• Perform routine IT maintenance activities and monitoring per work instructions.
• Make suggestions to support lead to help improve processes, procedures, and documentation.
• Perform desktop system deployment and maintain an accurate inventory.
• Monitor critical PMD systems for availability
• Assist in managing and monitoring IT security measures.
• Participate in IT projects, upgrades, and deployments.
• Take assignments/direction from IT Department Manager
• Periodically Assist with Projects Outside of Normal Business Hours
• Observe safety procedures.
• Any other task assigned by management within scope of position, federal and state regulations.

• AS Degree in the field of information technology, computer science or related fields or 3 to 5-years’ relevant work experience. CompTIA A+ and/or Security+ or equivalent certifications preferred. Combination of education and experience will be considered.
• Experience providing technical support to non-technical users.
• Technical knowledge of current protocols, operating systems, and standards associated with enterprise level hardware and software, including MS Windows, MS Office, Active Directory, and MS Entra.
• Experience supporting risk managed and secured networks. Knowledge of and/or familiarity with the Risk Management Framework (RMF), a plus but not required.
• Technical knowledge of desktop hardware.
• Ability to operate tools, components, and peripheral accessories.
• Ability to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to read and understand business process documentation and requirements, and translate into technical requirements.