IT Support Specialist I

About the role

The IT Support Specialist is responsible for administration and internal support of end-user computers, printers, mobile devices, and related equipment. They provide prompt tier 1 and 2 tech support for customers who are experiencing any difficulty with the use of IT applications, products, or services. The IT Support Specialist is responsible to ensure that an effective solution is provided to the end user and create a log that can be referenced by other technicians and for training purposes. This position is considered a safety sensitive position due to "the operation of a motor vehicle, other vehicle (forklift), equipment, machinery or power tools or the repairing, maintaining or monitoring the performance or operation of any equipment, machinery or manufacturing process, the malfunction or disruption of which could result in injury or property damage”.

Responsibilities

• Effectively, professionally, and respectfully represents IT staff, teams, and services to the end user community.
• Responsible for timely resolution of tier 1 and 2 help desk tickets and elevates more complex and/or high priority tier 3 tickets to the appropriate support groups for resolution while maintaining acceptable end-user satisfaction.
• Updates tickets with appropriate journal entries of activities and closes tickets with resolution entered upon completion of the job.
• Research, troubleshoot, and document root cause analysis of technical issues as they arise.
• Educate end users individually and/or in group-based training sessions to increase and/or maintain IT literacy.
• Maintain end-user computer system performance baseline and assist in the determination of appropriate baseline.
• Install, tag, modify, clean, track, upgrade, homogenize, and repair computer hardware, software, and peripherals.
• Maintain inventory of all hardware, software, and peripherals (e.g., cellular Wi‑Fi modems and other shared devices).
• Configure hardware, software, and peripherals as part of an end-user's on‑boarding process.
• Support audio and video conferencing equipment.
• Document internal procedures for review, validation, and ratification.
• Assist with the installation of local area network cabling and network equipment.

Requirements

Associate Degree (AS) in a Computer Science related field or related experience/certification.

Skills

• Ability to communicate effectively, both orally and in writing.
• Self‑motivated with a strong desire to succeed.
• Flexible to effectively adapt to changing conditions and job assignments.
• Ability to pay close attention to detail and think logically.
• Effectively able to present information in one‑on‑one and small group situations.
• Ability to work well with others.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Zero‑card life insurance
• Death insurance
• Dismemberment insurance
• Dependent insurance
• Prescription drug programs
• Telehealth
• Short‑term disability
• Long‑term disability
• Flexible leaves of absence
• Employee assistance programs
• 401(k) (match 50% on the first 6% of deferred compensation)
• Flexible spending plans
• 3 weeks of paid time off
• 9 paid holidays
• Wellness & Engagement