Tech Support Specialist

About the Role

Ensures proper computer operations so that end users can accomplish organizational tasks. Responsibilities include receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, and may require hands-on assistance at the desktop level. Ensures all technology-related office components function at a practical level.

Responsibilities

• Provides end user technical support, tracks internal customer support, assists users in solving problems, and obtains problem resolution feedback.
• Utilizes an internal corporate helpdesk system to achieve optimal support in coordination with other IS staff.
• Provides technology-related support via face-to-face interactions, telephone, or remote management software for company-wide services.
• Stages and deploys new computer systems, including receiving, installing work-related software, and deploying equipment to designated staff.
• Follows established computer setup procedures to ensure compliance with software and security requirements.
• Provides office relocation assistance, including coordination of technological component installations and upgrades.
• Performs daily backups, reviews backup logs, and ensures backups are complete and recoverable through periodic testing.
• Sets up new users on phones and completes monthly backups on phone systems.
• Supports VMWare with a basic understanding of navigation and maintenance, and assists System Administrators with troubleshooting.
• Provides second-level support assistance and assists in maintaining networking systems such as LAN switches and wireless access points.
• Escalates problems to appropriate staff when required.
• Stays updated on desktop trends through educational opportunities, professional publications, and networking.
• Participates in team development, communication, and implementation of team concepts, programs, and policies.
• Fosters team cohesiveness and addresses areas lacking synergy.
• Understands and supports Simmons’ operating systems (e.g., quality, security, company policies, LEAN).
• Performs other duties as necessary in support of business objectives.

Physical Activities

• Moving about, climbing in safe environments, and maneuvering in tight spaces (e.g., maintaining or retrieving computer equipment in attics).
• Lifting and carrying equipment such as desktop PCs and monitors.
• Entering and locating information on a computer, visually verifying small print.
• Communicating with customers, vendors, or employees via telephone, in person, or electronic mail.
• Presenting information to small or large groups.

Requirements

• High School Diploma or equivalent (required).
• Associate’s Degree in Information Technology/Computer Science or a technical field (preferred).
• A+ or MCP certifications (a plus).
• Preference for 2 years of experience in a related field.
• Knowledge of basic computer hardware, Microsoft Office, ERP systems, and Help Desk Systems.
• Experience troubleshooting PCs and basic network devices.
• Strong understanding of personal computer workstations, desktop operating systems (Windows, Mac, Linux), and software installation in a network environment.
• Extensive application support experience.
• Track-It experience (preferred).
• Strong communication and interpersonal skills for working with internal and external contacts at various levels.
• Preference for experience in manufacturing or food processing organizations.
• Military experience valued.

Travel

• One to two offsite classes per year.
• Regular travel by car to supported sites.