Best People Right Culture. These are the driving forces behind JE Dunn's success.
By hiringinspired people, giving theminteresting and challenging work, enabling them withinnovative tools, and letting themshare in the company's rewards, we've found asustainable way to growin our industry for the last 100 years.
Our diverse teams around the country strive to enrich lives through inspired people and places everyday, andwe need inspired people like youto join us in our pursuit of building perfection.
Role Summary
The Support Specialist will provide support for the organization's computer users. This position will be responsible for providing instructions to end users, repairing hardware and software malfunctions, and performing desktop system installations and upgrades. This position will also be responsible to document resolutions to known issues, mentoring less experienced technicians and act as an escalation path for complex issues.
- Autonomy & Decision-Making : Makes decisions on routine matters, provides recommendations to supervisor, and refers all exceptions to supervisor.
- Career Path : Senior Support Specialist
Key Role Responsibilities - Core
SUPPORT SPECIALIST FAMILY - CORE
Identifies, researches, and resolves end user inquiries related to PC, tablet, and telephony issues using phone and remote-control software, for those not resolved by Tier 1 Support Technicians.Delivers clear instructions on the correct usage of hardware and software systems during their deployment to Tier 1 Support Technicians.Serves as liaison between the manufacturer's support representative, Support Technicians, and the end user.Administers technology systems including project management tools, collaboration tools, online meeting platforms, incident management platforms, and other relevant tools to ensure seamless and efficient operations.Facilitates knowledge management by generating Knowledge Base articles for Tier 2 support issues and conducts audits of all Knowledge Base articles submitted by Tier 1.Collaborates with third-party vendors to address issues beyond Tier 1 resolution capabilities as part of vendor management responsibilities.Function as the escalation point for Tier 1, providing mentorship and training to enhance the skills of Tier 1 technicians.Serves as a liaison between the Support group and other IT teams, facilitating collaboration. In cases where Tier 1 is unable to resolve issues, collaborate with other IT groups to ensure timely resolution.Assumes the role of Subject Matter Expert (SME) for intricate and technical applications within the environment, providing expertise and guidance as needed.Maintains the continuous enhancement of team members' knowledge by directing research into technical manuals and trade journals, and coordinating attendance at conferences and seminars to stay abreast of developments in hardware and software.Recommends solutions for packaging and troubleshooting programs for internal needs.Manages the investigation process and offers technical assistance or resolutions for issues by overseeing the examination of technical manuals, consulting with users, and conducting computer diagnostics.Contributes to overall knowledge building for user across the team and the company.Key Role Responsibilities - Additional Core
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Knowledge, Skills & Abilities
Ability to perform work accurately and completely, and in a timely mannerAbility to communicate in a respectful mannerProficiency in MS OfficeListening skillsAbility to quickly and effectively solve complex problemsAbility to deliver quality through attention to detailAbilityThorough knowledge of personal computer software including operating systemsThorough knowledge of PC components and associated hardwareAbility to solve technical issuesKnowledge of networking and telecommunicationsAbility to build relationships and collaborate within a team, internally and externallyEducation
Associate's degree in computer science or related field (Required)In lieu of the above requirements, relevant experience will be considered.Experience
5 years previous help desk or desktop experience (Preferred)Working Environment
Must be able to lift up to 25 poundsMay require periods of travelNormal office environmentFrequent activity : Sitting, Viewing Computer ScreenOccasional activity : Standing, Walking, Bending, Reaching above ShoulderBenefits Information
The benefits package aligned to this position is Professional Non-Union. Please click the link below for more details.
Click here for benefits details.
JE Dunn Construction is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity / Affirmative Action Employer and it is our policy to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. JE Dunn Construction is a background screening, drug-free workplace.
JE Dunn provides reasonable accommodations to qualified individuals with disabilities. If you would like to request a reasonable accommodation in order to apply for a job, please submit your request to accommodations@jedunn.com
JE Dunn Construction Company does not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of JE Dunn Construction without a prior written search agreement will be considered unsolicited and the property of JE Dunn Construction Company. Please, no phone calls or emails.
