IT End User Specialist 2

Role Summary

The IT End User Specialist 2 provides expert support to end users, ensuring the effective operation of personal computers, networks, hardware, software, and peripherals. This role addresses complex issues escalated from Tier 1 support, installing and configuring updates, troubleshooting network connectivity, and ensuring all systems are compliant with organizational policies. The IT End User Specialist 2 collaborates with other IT teams, document processes, and may deliver training to users for enhanced productivity and security compliance.

Key Responsibilities

- Receive and resolve escalated referrals from Tier 1/help desk support, identifying and correcting more complex issues with hardware, software, and network configurations. - Collaborate with other IT specialists to diagnose persistent or advanced issues, ensuring a high standard of service and user satisfaction. - Perform installations and configurations for software, hardware updates, and security patches to keep systems up-to-date and functional. - Set up and deploy new user workstations and accounts, maintaining records of configurations and updates for future reference. - Assess and resolve issues related to network connectivity and communication systems to ensure uninterrupted and reliable network access. - Develop and maintain comprehensive documentation for systems, workstations, and troubleshooting processes to support efficient problem resolution and system continuity. - Provide training sessions or documentation for end users on new systems, features, and best practices to improve system utilization and user independence. - Ensure all workstations and systems comply with security and organizational standards, conducting periodic checks and audits to maintain compliance. - Support compliance initiatives by implementing security protocols and conducting user awareness training on secure practices. - Setup and maintain conference room and collaboration systems. - Assist in tracking IT assets, including managing and documenting the lifecycle of hardware and software within the organization. - Complete required documentation thoroughly and accurately, maintaining clear records of work and support provided. - Adhere to 5S standards by ensuring a clean, organized, and efficient workspace. - Safety & Compliance: Follow all Safety, Environmental, and Quality policies and procedures, contributing to a safe work environment. - Perform other related duties as assigned to support the IT department's mission and goals

Qualifications

Required: - Education: Bachelor's - Experience: 2 to 4 years of experience in IT support or related areas, with a focus on troubleshooting and user support.

Competencies/Skills

- Proficient in IT troubleshooting, software/hardware configuration, and network support, with an ability to address complex issues independently. - Advanced verbal and written communication skills to interact effectively with users, document processes clearly, and support collaborative problem-solving. - Strong planning and organizational skills, with an ability to manage small projects, coordinate installations, and meet deadlines efficiently. - Meticulous in documenting processes, managing assets, and ensuring compliance with IT and organizational policies. - Division - OMCO - Department - Support Functions - Locations - Wickliffe - Yearly salary - $75,000 - $85,000 - Bonus Eligibility - This position does not participate in the bonus program

About OMCO (a MacLean-Fogg Company)

Founded in 1955, OMCO is America’s premier factory-direct manufacturer of solar trackers and fixed tilt solutions and the largest custom roll former in the United States with a nationwide footprint consisting of five manufacturing facilities that represents over 700,000 square feet of manufacturing space, a fleet of more than 50 active roll forming mills, and many other manufacturing operations. We manufacture highly engineered shapes for many applications across a wide range of industries including components for truck bodies, trailers, material handling systems, data centers, solar panel frames, fixed tilt mounting systems, and single-axis tracker solutions, as well as many more products. The OMCO brand consists of three divisions: OMCO Roll Forming Plus, OMCO Solar, and OMCO Fabrication.