What are the responsibilities and job description for the IT Support position at First Brands Group, LLC?
IT Support Specialist
The IT Support Specialist will provide technical assistance to users by troubleshooting hardware and software issues, installing and configuring computer systems, and ensuring smooth operation of technology within the organization. This role involves responding to user requests via phone, email, or in person to resolve problems efficiently. Additionally, the specialist may perform routine maintenance tasks and provide basic user training on new software or hardware.
The role requires hands-on support for various teams, addressing hardware and network-related issues. The ideal candidate must have a strong background in IT and be able to work independently in a fast-paced environment.
Responsibilities
Troubleshooting:
- Diagnose and resolve technical issues related to computer hardware, software, network connectivity, printers, Zebra label printers, and handheld RF scanners (Symbol/Motorola and Zebra).
Installation and Configuration:
- Set up new computer systems using SCCM, install operating systems and applications, configure network settings, and update software to prepare systems for end users.
User Support:
- Provide technical guidance and support to end users, including remote employees, via remote connections and phone support.
Helpdesk Management:
- Manage incoming support tickets, prioritize issues, and track resolutions within a ticketing system while maintaining SLA compliance.
Hardware Repair:
- Perform basic hardware repairs or coordinate with vendors for more complex repairs.
Documentation:
- Maintain user guides, technical documentation, and knowledge base articles.
Required Skills and Qualifications
- Strong understanding of computer hardware and software (Windows, macOS, Linux).
- Networking knowledge (TCP/IP, firewalls, routing).
- Excellent troubleshooting and problem-solving skills.
- Strong communication skills to interact effectively with users of varying technical abilities.
- Ability to prioritize tasks and manage time efficiently.
- Basic understanding of security best practices.
- Experience with Active Directory in a multi-domain environment, including policy management.
- Experience with Microsoft Azure.
- Proficiency in iPhone and Android phone support, including application setup and troubleshooting.
- Experience with MFA deployment, setup, and troubleshooting.
- VPN support and troubleshooting for end users.
- Microsoft O365 experience, including troubleshooting.
- VoIP phone support.
- Strong documentation skills.
- Ability to support various applications, including Adobe, Microsoft 0365, Salesforce, and special request software.
- MDM experience and deployment as needed.
- Basic SCCM knowledge (experience is a plus).
- Asset management for deployed and returned systems.
- Willingness to travel to other facilities for on-site support when needed.
- Experience with legacy operating systems (Windows XP and newer).
- Relevant IT certifications (CompTIA A , Network , Security ) are preferred.
