IT Support Specialist

DEFINITION -This is NOT a REMOTE POSITION
Under general direction, provides computer operations and help desk services and support to computer users.

DISTINGUISHING CHARACTERISTICS
Receives supervision and direction from the Information Technology Manager. May require flexible work schedules including early morning, weekend and evening hours.

WORKING CONDITIONS: Work is performed in a Manufacturing environment with frequent interruptions, multiple priorities, deadlines, inquiries, and peak workloads.

PHYSICAL DEMANDS: Work requires extended periods of sitting and of keyboarding, reaching, stooping, pushing, pulling, manual dexterity, clear speech, visual and hearing acuity, and lifting and transporting weight of 60 pounds or less.

ESSENTIAL DUTIES
- Provide technical support to users by diagnosing and correcting problems.
- Perform complex computer operation tasks acting under general supervision, assist with development of operations procedures.
- Receive, log and track all calls from users related to network, printing and PC issues.
- Monitor and operate computer equipment and peripherals, perform routine maintenance that includes cleaning hardware.
- Organize and maintain various IT files and the company hardware and software inventory.
- Maintain backup library and perform backups and test restores.
- Operate standard office equipment.
- Research technology, vendors and other sources.
- May train others in work procedures or direct the work of others on a project basis.
- May be asked to perform other duties related and non-related to primary duties in relation to Edwards Wood Products, Inc.
- May be asked to perform other duties related and non-related to primary duties in relation to Edwards Wood Products, Inc.

MINIMUM QUALIFICATIONS

Knowledge of:
Computer applications and operating systems. Experience in SQL and VMWare preferred. PC hardware and peripheral troubleshooting and repair procedures.
Principles and practices of computer and telephone support services, computer hardware and software applications and associated security and backup procedures.
Information Technology policies and procedures.
Basic business data processing principles, computer operations processing and procedures, the use of a Microsoft products and technologies.

Ability to:
Drive a vehicle safely and efficiently, lift and move heavy objects. Work flexible hours to accomplish systems tasks.
Communicate clearly and easily with users and vendors of varying levels of technical expertise; ask questions and get information in order to diagnose computer problems and discern what level of support is needed when a problem is presented.
Work as part of a team in stressful situations; maintain composure and sense of humor in the face of heavy workload, constant interruptions and occasional upset users.
Operate a wide variety of computer hardware and software as well as standard office equipment and quickly learn the use of new technologies and applications.
Compose routine correspondence from brief instructions.
Use initiative and sound independent judgment within established guidelines.
Establish and maintain effective working relationships with those contacted in the course of the work.
Perform complicated administrative and technical projects with minimal guidance.
Keep up to date with technology.
Independently diagnose and resolve computer problems.
Carry out complex operations procedures and independently resolve processing errors.

Experience and Education:
Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain knowledge and abilities would be:
AA degree in computer science, telecommunications, or a closely related field and one year of experience as a Computer Operator, Help Desk Technician or similar position. Experience in SQL Servers and VMWare is preferred. Additional qualifying experience may be substituted for the educational requirement on a year for year basis. Experience with computer hardware, telephone systems, computer networking is desirable.

License or Certificate:
Possession of a valid North Carolina Driver’s License.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Commute:

• Marshville, NC 28103 (Required)

Ability to Relocate:

• Marshville, NC 28103: Relocate before starting work (Required)

Work Location: In person