What are the responsibilities and job description for the IT-Support Specialist position at Hodell-Natco Industries Inc?
Job Details
Description
Be part of a winning Team!
Are you passionate about IT, customer service and security in warehousing and distribution, with a passion for people and projects? At Hodell-Natco (HNI), we offer a family-friendly team environment, challenging work with the opportunity to grow and are looking for you!
The IT Support Specialist will provide technical assistance and support to our internal users that span multiple regional centers and time zones This position ensures the efficient operation of computer systems, network and hardware and must be able to diagnose and resolve technical issues, manage user accounts, and maintain IT infrastructure to ensure optimal performance and security across the organization. The successful candidate will be able to assume a variety of responsibilities simultaneously and be able to prioritize as well as be resourceful, enjoy a challenge and be an effective problem solver,. This position is in-office with minimal travel.
Specifically your success depends on your ability to:
> Put safety and our customers first in every decision and/or process
> Support our internal customers with best-in-class service
> Be an excellent communicator
Primary Responsibilities Include but are not limited to:
> Respond to support requests via calls, chat, email & other communication channels, address inquiries related to software, connectivity, printing & technical issues.
> Assist users by guiding them through diagnostic and troubleshooting steps, utilizing diagnostic tools, software, and/or providing verbal instructions.
> Leverage expertise in computer software, hardware, and procedures to identify, investigate, and resolve technical problems reported by users.
> Escalate complex issues to higher-level support when necessary, providing all relevant details and steps taken.
> Log, prioritize, and manage help desk tickets and their solutions within the ticketing system.
> Assess the need to expand/ improve systems operations, recommending upgrades to hardware/software to better support workload and system requirements.
> Coordinate with software and hardware vendors to arrange repairs or replacements for defective products.
> Manage email and intranet services, including user account creation, modifications, and removals.
> Serve as a technical support expert resolving issues as they arise; offer technical support & guidance as needed.
> Manage/prioritize technical support needs of internal customers.
> Execute work projects, including the integration of new computer hardware or software.
Required Skills and Abilities
- Serves as a subject master expert in the technical support space.
- Demonstrate excellent verbal and written communication abilities.
- Exhibit exceptional organizational skills and a keen attention to detail.
- Provide outstanding interpersonal and customer service interactions.
- Apply analytical and problem-solving skills to resolve challenges.
- Possess a basic understanding of existing network programs and their capabilities; recommend efficiencies and demonstrate expertise.
- Utilize Microsoft Office Suite and specific company software with proficiency.
- Practice superior understanding of computer hardware and software systems.
- Master various networking and systems hardware and software.
- Demonstrate an effective sense of urgency and technical excellent.
- Flexibility to leverage conflicting priorities.
Experience and Education
- A bachelor’s degree in computer science or a related field is preferred.
- At least three years of experience in network maintenance and user technical support is preferred.
- A , Network , or similar certifications are highly desirable.
- Flexibility to work on-call or extended hours in the event of network issues.
- Strong analytical and problem-solving skills.
Work constructively as a team member to advance our organization
Help elsewhere in the company, when necessary or when asked
Other duties as assigned - including but not limited to partnering as a team member to advance our organization and help
Qualifications
