Technical Support Specialist

Why you will enjoy working with Diamond:

• Competitive pay
• Great health benefits include Health, Dental and Vision Insurance, HSA and FSA options, a 401(k) Retirement Savings Plan, a 529 CollegeSavings Plan, and Colonial Life Benefits
• Employer contributions to an HSA
• A close-knit team environment
• Quarterly staff lunches and annual holiday events
• Paid time off and holidays to promote a work-life balance
• A clean and safe working manufacturing environment
• Casual dress code, free company shirts
• Paid meal and rest breaks
• Referral bonuses

Job Summary: The Technical Support Specialist will provide technical support, advice, and assistance to employees with technical, hardware, and software system problems. This position will act as a representative for internal IT needs and assist the external managed services provider with IT support as needed.

Essential Duties and Responsibilities:

• Provide day-to-day support for office staff, including assistance with Microsoft Office Products, video conferencing and Office 2019 products. Troubleshoot and resolve issues with company cell phones, Mitel VOIP phones, and office peripherals.
• Install, configure, and set up new equipment, including phones, printers, computers, docking stations, and other office hardware.
• Perform upgrades and decommission old hardware as needed.
• Assist machine operators, technicians, and maintenance teams to troubleshoot and resolve computer and controller issues on the production floor.
• Manage user accounts, groups, and other Active Directory tasks to ensure smooth user access and permissions.
• Provide support as needed to our managed service provider, acting as the primary liaison for IT-related needs.
• Assist with inventory and maintenance of IT supplies and equipment, ensuring efficient use of hardware and software across the organization.
• Miscellaneous tasks like assembling workstations, installing small TV’s / monitors, installing monitor stands etc.
• Maintain a high level of confidentiality with sensitive information and ensure secure handling of company data and operations.
• rain users on effective use of hardware and software, providing clear instructions and ongoing support to maximize productivity.
• Other Duties as assigned.

• Minimum of three years of experience in a related IT support or technician role
• Solid understanding of basic computer hardware and peripheral components
• Proficient with Windows desktop operating systems (XP, 7, 8, 10, and 11) and Mac OS and cloud based communication tools (Zoom, Teams); some experience with Linux environments is preferred.
• Familiarity with Ethernet-connected surveillance camera systems is a plus
• Extensive application support experience.
• Advanced knowledge of process improvement, software maintenance, software testing, network design and implementation, software performance tuning, network performance tuning, and database performance tuning a plus but not required.
• Strong time management and organizational skills; ability to prioritize and follow through on multiple tasks.
• Strong problem-solving skills, with the ability to anticipate, analyze, diagnose, and resolve technical issues effectively.
• Strong interpersonal and communication skills, with the ability to build rapport and work well with users at all levels of technical ability.
• Ability to utilize logical, systematic and orderly procedures to meet objectives. The ability to effectively follow-up and follow-through with tasks.
• Confident in presenting technical information clearly to both technical and non-technical audiences.
• Fast learner with the ability to absorb and retain new information quickly; high attention to detail.