JOB TITLE: IT Support Technician Tier 2
DEPARTMENT: Information Technology
REPORTS TO: Chief Information Technology Officer
FLSA STATUS: Non-Exempt
Bay Cities, an Employee-Owned Company, is the leading creative packaging and display partner to brand marketers, retailers and e-commerce. Our passion, experience, technology and consumer insights move product and drive sales.
Our Mission
Our Passion Powers Your Product
Our Values
Creativity: Our ideas create Client success.
Passion: We have heart with a Customer Service attitude.
Integrity: We honor our business & planet with sustainable practices.
Responsible: We own it!
Safe: Our safe work habits protect us all.
Fun: We take our work seriously- not ourselves.
SUMMARY
We are seeking a highly skilled and motivated IT Support Technician Tier 2 to join our team. In this role, you will be responsible for providing technical support, troubleshooting, and maintaining the integrity of our IT systems. The IT Support Technician Tier 2 provides system and user support for operating
system requirements which includes PC hardware/software support and new user setup and orientation. The IT Support Technician Tier 2 provides extensive application software support and troubleshooting for a wide variety of software packages for user groups based on-site and remote users. You will collaborate closely with cross-functional teams, including IT, Operations, Engineering, and Maintenance, to resolve issues, optimize system performance, and implement enhancements. Joining Bay Cities as an IT Support Technician offers an exciting opportunity to contribute to the success of a dynamic and growing company. If you are passionate about IT systems, possess excellent technical skills, and thrive in a collaborative environment, we would love to hear from you.
JOB FUNCTION/PURPOSE
- Provide technical support and troubleshooting for IT systems, including hardware, software, servers, network infrastructure.
- Monitor and maintain the availability, performance, and security of IT systems to ensure 99.9% uptime.
- Collaborate with IT Team to design, implement, and support system integration and data exchange between various platforms.
- Assist in the configuration and maintenance of servers, workstations, and networking equipment.
- Participate in the planning and execution of system upgrades, migrations, and deployments.
- Maintains LAN including: administering file backup system, maintaining security and file structures.
- Monitors performance and utilization of all servers ensuring efficient operation and data protection.
- Conduct routine system audits to ensure compliance with security and regulatory standards.
- Develop and maintain system documentation, including user guides, troubleshooting procedures, and technical specifications.
- Maintains documentation and licensure records for all purchased software.
- Stays current on all software and ensures upgrades are obtained and properly installed.
- Maintains detailed records of equipment, hardware and configurations.
- Plans and implements upgrades and maintenance of existing hardware as projected and approved.
- Evaluates user needs, orders approved equipment/software and configures/installs new hardware.
- Provides customer centered support to all users on all software applications to include routine training as well as troubleshooting and correcting software problems and support to end-users on system functionalities and features.
- Educates users to reduce reoccurring issues by offering solutions to problems in a proactive way.
- Assists with programming copiers for scanning and emailing documents.
- Escalate critical issues to appropriate teams and actively participate in their resolution.
- Researches, recommends, and implements new software.
- Stay up to date with emerging technologies, industry trends, and best practices in IT systems.
- Stays current on available network products, services and technology and makes recommendations to ensure network is efficient and reliable.
- Performs other duties as assigned.
- AI & Automation: Leverage Azure AI Foundry and Copilot Studio to implement AI-powered
solutions, enabling predictive insights and decision-making. - Power Platform Expertise: Create and deploy solutions using Power Automate, Power BI, and
Power Apps to enhance productivity and streamline processes.
EDUCATION, EXPERIENCE & COMPETENCIES
- 3+ years of experience in API development, automation, or process improvement.
Automation & API Specialist - Strong expertise with Microsoft 365 tools, especially Power Platform (Power Automate, Power BI,
Power Apps). - Hands-on experience with Azure AI Foundry and/or Copilot Studio is highly desirable.
- Bachelor's degree in Information Technology, Computer Science, or equivalent work experience.
- Proven experience in supporting IT systems. Including support of Microsoft products: Office 365, Teams, Planner, and SharePoint, PC hardware, and software.
- Strong knowledge of networking protocols, cybersecurity principles, and industrial communication protocols (e.g., OPC UA, MQTT, Modbus, Profibus) is preferred.
- Proficiency in troubleshooting hardware, software, and network-related issues.
- Network + Certification or equivalent experience/knowledge.
- Experience with virtualization technologies (e.g., VMware, Hyper-V) and cloud platforms (e.g., AWS, Azure) is desirable.
- Excellent analytical and problem-solving skills, with the ability to prioritize and handle multiple tasks simultaneously.
- Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders.
- Self-motivated and proactive, with a commitment to continuous learning and professional development.
- Flexibility to work occasional evenings or weekends for system maintenance or upgrades.
- Willingness to work flexible shifts and schedule including weekends, nights, and holidays.
- Experience troubleshooting thin clients, PCs, scanners, portable handheld terminals, laptops, tablets, cell phones, laser printers, and zebra printers.
- Ability to multi-task and manage multiple customer requests.
- Must be highly self-motivated and customer centric.
- Ability to prioritize work based on department and manufacturing objectives.
- Relevant certifications (e.g., Cisco, Microsoft, CompTIA, A+ Certified) is preferred.
Experience with the following is a plus:
- Experience in a manufacturing or industrial environment is a plus.
- Familiarity with automation and control systems, such as SCADA, PLCs, and HMIs is a plus.
- Inventory management skills is a plus.
- SQL experience is a plus.
- Esko WebCenter, Esko Automation Engine experience is a plus.
- Amtech ERP experience is a plus.
- AI Tools experience is a plus.
Core Competencies
- High ethical standards. Models and supports organization’s goals and values; adapts to changing conditions; demonstrates persistence and overcomes obstacles. Consistently conducts themselves in an honest and trustworthy manner. Does not pursue their own individual objectives to the detriment of company goals. Sets an example for others to follow. Does the right thing.
- Demonstrates energy and passion about what they do and knows how to balance work and fun. Is generally optimistic and upbeat; fun to be around. Has a strong belief and zeal for the industry, the job, and the company. Conveys energy and intensity at work with a capacity for keeping others enthusiastic and involved.
- Operates with a customer service orientation internally and externally. Works to positively build the Bay Cities brand in everything he/she does. Builds strong, positive relationships with all stakeholders.
- Acts as an owner of the business and instills that same attitude and level of action in others. Is proactive in taking responsibility for all outcomes/results and avoids ‘pointing fingers’. Helps to create and maintain a strong feeling of belonging in the immediate and overall team.
- Regularly involves others in decisions that affect their job or work environment. Demonstrates co-operation and trust with colleagues and teams across organizational boundaries. Participates as a team player and establishes strong working relationships to deliver positive results.
- Strong project management skills, including the ability to prioritize, balance, and manage multiple efforts with strong results/goal orientation. Uses time effectively, prioritizes and organizes workflow; can orchestrate multiple activities at once. Agility and personal adaptability with the ability to successfully manage multiple priorities with a high sense of urgency in a rapidly changing environment.
- Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work. Learns quickly when facing new problems; a relentless and versatile learner; open to change; strives for continuous improvement of self and processes.
- Excellent communication (oral and written) and interpersonal skills with the ability to convey information and ideas in a variety of media, tactful, confident, at all levels, internal and external. Must have strong interpersonal skills and ability to manage multiple projects in a rapidly changing environment.
OTHER
- US Persons Only (US citizens, lawful permanent residents, refugee or asylee – all require proper identification and documentation).
- Up to 25% travel required.
- Physical and Environmental Requirements: While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand and sit. The employee is occasionally required to walk and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and color vision.
- Work environment includes front-office and manufacturing in California. The noise level in the work environment is usually moderate.
- Pre-Employment Verifications: Must pass background and reference checks, drug screen, and physical examination prior to employment.