IT Support Specialist II

About the Role

We are looking for an IT Business Support Specialist to assist staff in resolving technical issues and provide courteous, knowledgeable assistance with questions. This role functions as on-site support, delivering both Level 1 and Level 2 support as needed. The specialist will maintain, troubleshoot, and repair technical infrastructure, including desktop hardware, operating systems, applications, and office systems. They serve as the first and second line of support for all user IT support issues within an assigned area, collaborating with available resources, hardware, and software vendors to provide effective solutions, break/fix, and problem resolution. Additionally, this role acts as remote hands and on-site resource for other IT departments.

Responsibilities

• Provide user support and customer service, being present and available to clients requiring technical assistance.
• Respond to questions from emails, calls, and incident reports.
• Become familiar with applications used throughout the organization and learn fundamental operations of commonly used software, hardware, and equipment.
• Follow standard IT support operating procedures; accurately log all Service Desk tickets using defined tracking software.
• Resolve or escalate incidents in a timely manner, adhering to helpdesk policies and services.
• Interface with internal stakeholders and end users with exceptional written and oral communication skills.
• Support computer hardware and authorized desktop software, including monitoring, operating, managing, troubleshooting, and restoring service to devices with network access.
• Escalate issues beyond the scope of the Service Desk to the appropriate support team members.
• Develop trends by monitoring and analyzing incoming calls, problems, and support requests.
• Field incoming requests via telephone and email to ensure courteous, timely, and effective resolution of end-user issues.
• Prioritize and schedule problems, escalating when required to appropriately experienced technicians.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform post-resolution follow-ups to help requests and reinforce SLAs to manage end-user expectations.
• Serve as on-site support for remote plant operations and as remote hands for other IT departments.
• Handle delivery, setup, and retrieval of IT hardware.

Requirements

• High school diploma or equivalent.
• 2-4 years of experience within customer service or technical support role.
• Driver’s license required.
• Friendly presence, helpful attitude, and strong interpersonal skills.
• Ability to utilize Microsoft Office applications for support, reporting, and documentation.
• Excellent oral and written communication skills.
• Ability to provide technical support over the phone with a professional demeanor; previous customer service experience strongly desired.
• Strong problem-solving skills and ability to visualize and abstractly solve problems.
• Ability to handle constantly changing workflows, multitask effectively, and exercise patience during stressful situations.
• Ability to work with or without direct supervision.

Skills

• Ability to work both as part of a team and individually.
• Applying expertise and technology to resolve issues.
• Analyzing and identifying trends in IT support incidents.
• Learning and researching changes within the IT field.
• Planning and organizing daily activities relating to IT support.
• Delivering results and meeting customer expectations.
• Achieving personal work goals and objectives.

Working Conditions

• Primarily working indoors in an office environment.
• May sit for several hours at a time.
• Prolonged exposure to computer screens.
• Repetitive use of hands to operate computers, printers, and copiers.
• Position requires standing, walking, bending, kneeling, stooping, crouching, and crawling.
• May need to lift and/or move items over 50 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Preferred Qualifications

• Manufacturing/industry IT experience.
• A+ certifications or equivalent.
• Associate degree in a related field of study.

Benefits

• Comprehensive benefit offerings including medical, dental, and vision.
• 401k with employer match.
• Vacation and holiday days.
• Personal days.
• Career development and mentoring opportunities.

Schedule

This is a full-time position. Expected work hours are decided by the hiring manager.

Travel

Daily travel is required.

Work Authorization

Must be legally authorized to work in the United States.