The IT Support Specialist (I) is responsible for providing primary technology support to the end-user community at our company. This role requires a robust background in endpoint, network, and general technology support, coupled with excellent problem-solving skills and a strong commitment to customer service. The position will also support IT departmental projects and continuous improvement efforts to ensure that IT is a value-added partner within our organization.
Duties and Responsibilities (5% Plan, 20% Build, 75% Run)
: - Deliver high-quality customer service, maintaining professionalism in all interactions and serving as the first-line support for technical issues initiated by end users via phone, email, web portal, or in-person walk-up
- Diagnose and troubleshoot software, hardware, and network issues for desktops, laptops, peripherals, mobile phones, printers, telephones, and operational equipment
- Support software and equipment, including installation, configuration, updates, upgrades, replacements, and maintenance activities
- Prepare and complete onboarding and offboarding of end users
- ssist in maintaining the digital surveillance system
- Troubleshoot Office 365 related applications
- ssist in the management of Apple-related products (laptops, phones, and tablets)
- Guide users through step-by-step incident resolution remotely or in person, offering proactive advice for preventing future issues
- Document, track, and monitor incidents via the IT Service Management Platform to ensure incident resolution meets Service Level Agreements (SLA)
- Support operational technology equipment, including production labeling systems, label printers (Client), scales, and Client barcode scanners
- Provide basic training to end-users on IT equipment and best practices
- Collaborate with other IT team members to address complex issues and enhance overall department capabilities
- Support asset management including tracking, inventory, storage, and audits, to ensure accuracy and maintainability
- Regularly maintain and update technical documentation
- Participate in various projects aimed at improving IT systems and processes
- Travel to different offices, as necessary, to provide comprehensive IT support
- Participate in a rotating after-hour support schedule (low incidence environment)
- Other duties as assigned
Qualifications and Experience: - /AS or BA/BS preferred; HS Diploma or GED required
- CompTIA A+, Network+, or Security+ certifications preferred
- Minimum 3 years of experience installing, configuring, and maintaining hardware components in a network infrastructure and supporting (50+ users)
- Strong attention to detail; passion for accuracy and granular details
- bility to prioritize effectively and meet multiple deadlines
- Critical thinking: proactive identification of solutions rather than stating problems
- Proficiency in ticketing systems and Help Desk protocols
- Key Role Competencies: Communication, Interpersonal Skills, Critical Thinking, Customer Focus, Prioritization
- Understanding and implementation of PC hardware and software troubleshooting
- bility to configure and troubleshoot basic switching and routing equipment
- Experience in two or more of the following ruba access points, Aruba/Client switches
- Experience with firewalls (Sonicwall preferred)
- Experience supporting corporate users with Microsoft products (Mac products optionally)
- Excellent customer service skills and a strong desire to help people
- Excellent oral and written communication skills
- bility to work independently as well as part of a team
- bility to work on multiple projects at once
- ccustomed to learning new skills and software
Benefits Overview: - Holiday Pay
- Paid Time Off
- Health Insurance
- Vision Insurance
- Dental Insurance
- ccident Insurance
- Life Insurance
- Flexible Spending Account (FSA)
- 401k