IT Support Specialist - Level I

Overview

The IT Support Specialist I provides front-line IT help desk technical support to end users on a variety of issues related to computer systems, software, and hardware. This role involves troubleshooting, diagnosing, and resolving issues; installing hardware and software; guiding users through established procedures and policies; and, utilizing the IT support ticketing system to receive, process, and document issues and requests.

Who We Are

Founded in 1944, HSM is a third generation privately held company which offers a proud rich history immersed in manufacturing innovation and our commitment to our people. We have 25 unique locations across the United States.  Our Corporate Headquarters is in Hickory, NC and houses our leadership, Finance, EHS, Human Resources, Benefits, and additional teams.

HSM specializes through its subsidiaries, in the manufacturing of components for furniture, bedding, transportation, packaging, automotive, and healthcare industries. We also design and construct automated production machinery for these industries. We likely have manufactured something you use every day like sofa or bed springs, pool noodles, recliner mechanisms, packaging supplies, fabricated sofa cushions, bus seats, and much more.  

Our commitment to excellence goes far beyond our products and processes; it is centered on the people who make it all possible. If you're interested in learning more about our company culture, as well as the benefits we offer our employees, please visit our website or social media pages.

Responsibilities

Technical Support:

• Provide IT technical support via phone, email, remote access, or in person.
• Respond to incidents, service requests, and queries to assist users by diagnosing and troubleshooting hardware and software issues.
• Escalate unresolved issues to higher-level support when necessary.

Installation, Maintenance & Configuration:

• Install, set up and configure new or replacement computer software, hardware and peripheral devices.
• Maintain and support end user computers to ensure optimal functionality.
• Assist with software updates, patches, and fixes as requested.

Documentation & Reporting:

• Document all support interactions, including issue resolutions, using the company’s ticketing system.
• Assist in maintaining accurate records of equipment inventory, configurations, user requests and software inventory (e.g. computers, peripherals, printers, handheld scanners, software subscriptions).
• Identify recurring issues and report them to help implement permanent solutions.

User Training & Assistance:

• Assist end users in understanding how to use software or systems.
• Develop training materials or user guides to improve efficiency and reduce common technical issues.

Qualifications

Education:

• Associate’s degree in information technology, computer science, or related field; or equivalent work experience.
• Entry-level experience in IT support, help desk, or a related field is preferred.

Skills:

• Excellent communication skills, both verbal and written.
• Strong troubleshooting and problem-solving skills.
• Possess strong team-oriented attitude.
• Knowledge of basic computing concepts, Windows operating systems, and common business software.
• Familiarity with help desk ticketing systems like TeamDynamix is a plus.

Certifications:

• CompTIA A or similar IT support certifications are a plus.

Working Conditions:

• Ability to lift and carry equipment up to 30 lbs.
• Flexibility to work off-hours for maintenance or urgent needs.

Top Benefits

As an IT Support Specialist - Level I at HSM, you’ll enjoy:

• 401k Contribution Match up to 4% (100% Vested from Day 1), 9 paid holidays, 3 Weeks of PTO (Eligible after 60 days), Affordable Total Package Benefits offerings for you and your family, On-Site No-Cost Medical Clinics for you and Covered Dependents, Teladoc 24/7 ($0 copay), Global Healthcare and Tuition Reimbursement & Professional Development Assistance.

Company Summary

At HSM Solutions our culture is built on a foundation of teamwork, innovation, and celebrating our successes together as a team. We provide our employees with the tools and resources they need to achieve their goals and to make a meaningful impact on our customers, our company, and our communities. If you're looking for a place that's not just a job, but a spot where you can grow and make a real impact, then HSM Solutions is the place for you. 

Contact Information

If you would like to apply for a position, please visit our career site at www.hsmsolutions.com/careers for a prompt response from our recruitment team. If you have any questions or would like to follow up on your application, please don't hesitate to contact us at jobs@hsmsolutions.com.

If you can't find a job opening that aligns with your skills and interests, Join our talent network today! to stay informed about the latest company news, upcoming events, and new career opportunities that are tailored to your unique talents. Simply sign up today to get started!

EEOC

HSM prohibits discrimination based on any protected status, workplace harassment/bullying, and retaliation for filing a complaint or providing information related to a complaint. HSM provides equal employment opportunity to all employees and applicants without regard to an individual's protected status: race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/parental status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any other protected status.