What are the responsibilities and job description for the IT Specialist position at HORNELL BREWING CO., Inc.?
Job Description
IT Support Specialist
The IT Support Specialist is a hands-on technician for delivering customer support for all day-to-day on-site desktop and phone support. The position is responsible for providing support for all incidents and requests to resolve issues either utilizing remote tools or on-site in-person troubleshooting. The position strives to improve customer service and relations by communicating with end-users and resolving incidents in a timely manner. This position interfaces with the user community at large, IT managers, and technical staff. Candidates must be customer oriented, courteous, attentive, and adaptable to different situations. The IT Support Specialist must have a strong passion for new technologies, learning, growing, and providing exceptional customer service to a wide array of end-users.
KEY ESSENTIAL FUNCTIONS :
Build, maintain and implement desktop images for all different types of hardware / software.
Maintain the JIRA Incident Management system to :
Document all end-user identification information, including name, department, contact information, and the nature of the problem or issue.
Record, track, and document the problem-solving process, including all successful and unsuccessful troubleshooting leading to the final resolution.
Prioritize, schedule, and administer all instances where enhancements and defect resolutions are required.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
Familiar with Cisco IOS and Meraki systems.
Able to work independently with minimal supervision.
Install, configure, and maintain network cabling and other networking equipment such as hubs, switches, and UPS devices.
Perform installation, configuration, maintenance, and troubleshooting of network-connected end-user hardware, software, and peripheral devices.
Maintain and enhance the performance of all new and existing software and applications across the organization.
Identify and learn appropriate software applications used and supported by the organization.
Participate in designing, developing, and delivering application training programs and individual classes.
Post software updates, drivers, knowledge bases, and frequently asked questions resources on the company SharePoint site to assist in problem resolution.
Apply diagnostic utilities to aid in troubleshooting.
Collaborate with other IT team members to cross-train and share knowledge.
Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
Attend daily / weekly status meetings and provide updates on assigned tasks and projects.
REQUIREMENTS :
Associate degree or equivalent experience in Information Technology or related discipline, plus a minimum of two years of experience in the field.
In-depth, hands-on knowledge of and experience with enterprise and desktop applications, and Operating Systems including Windows, MS Office Suite, etc.
LAN local area network experience. WAN experience is a plus but not a requirement.
Proven experience with troubleshooting principles, methodologies, and issue-resolution techniques.
Able to develop and interpret technical documentation for training and end-user procedures.
Knowledge of trends in technology relating to software applications.
Focus on customer service to provide a positive experience for all end-users.
Ability to communicate ideas in both technical and user-friendly language.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Familiar with SolarWinds is a plus but not a requirement.
PHYSICAL DEMANDS & WORKING ENVIRONMENT :
Work is performed in a warehouse / plant / office environment with frequent trips to off-site locations.
Required work at times may include the use of a boom / scissor lift to reach equipment.
Not substantially exposed to adverse environmental conditions.
Frequently : Lifting up to 50 lbs. of computer equipment, reaching, and extended sitting.
Seldom : Extended period of standing to perform application training.
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