IT Support Specialist

Job Purpose

Provide support to drive operational efficiency. Responsible for assisting customers with technical issues or questions related to computer hardware or software.

Key Job Elements

• Solve common user problems in real time including software functionality, network trouble shooting and installation, personal computer and network configuration, operating systems and browser related issues;
• Install hardware or software as needed;
• Global incident routing including validation, processing, triage, routing decision points and assignment;
• Prioritize production-critical issues and escalate issue(s) to the appropriate technical staff;
• Complete domain maintenance;
• Aid with Webfilter, Internet and Firewall issues;
• Entry level application maintenance;
• Network and server hardware configuration;
• Sarbanes-Oxley reporting;
• Provide extra phone support and coverage, as needed;
• Setup and configuration for new device procurement;
• Prepare statistical and data reports, including usage trends and analysis;
• Troubleshoot and accurately record caller's requests/issues;
• Provide remote and on-site support to all staff;
• Facilitate warranty claims and exchanges;
• Accurately record customer support issues in tracking system;
• Minimal travel to domestic facilities;
• Other duties as assigned.

Education / Training

• High School diploma or equivalent is required;
• Associate's degree in IT related field is preferred;
• Bachelor's degree in an IT related field is preferred;
• Microsoft certifications are preferred.

Qualifications And Experience

• Basic networking experience with TCP/IP and Windows network;
• Basic system administration experience, Windows preferred;
• Familiar with Microsoft products, Linux, IBM, LN and SAP.

• 2 plus years IT/Computer experience;
• Working knowledge of ITIL principles, including incident, problem, and change management processes;
• Basic Microsoft Office experience, including Word and Excel;
• Prior technical support/call center experience;
• CompTia A+ Certified;
• CompTia Network Certified.

Technologies in use on this job

• Microsoft Windows operating systems (current enterprise - supported versions);
• Citrix;
• Active Directory;
• SCCM;
• Microsoft Windows Server environments;
• Microsoft Office 365 / 2016;
• Cisco Software / Hardware;
• Dell Hardware.

Benefits

• Competitive Salary;
• 401(k) plan with up to 6% company match (no waiting period with immediate vesting);
• Medical/Dental/Vision/Life/Disability Insurance;
• Supplemental Accident, Critical Care, and Hospital Insurance available along with an HDHP and HSA with seed money;
• Flexible Spending Accounts;
• Paid Vacation;
• Paid Holidays;
• Paid Time-Off (PTO);
• Employee Assistance Plan;
• Education Assistance Program;
• Employee Recognition Programs;
• Site specific Production and Incentive Plans;
• Site specific Step and Skill Level Wage Adjustment Plans;
• Site Specific Relocation and Sign-on Bonus Programs.