IT User Support Specialist

Novo Building Products is an industry-leading manufacturer and distributor of stair parts, mouldings, doors, and specialty millwork, along with a variety of board products. Based in Zeeland, Michigan, Novo Building Products operates Ornamental Decorative Millwork, L.J. Smith Stair Systems, and Novo Direct.

Just as our products are used to build something new and inspire others to make living spaces more beautiful, we endeavor to impact the people and communities we touch every day positively.

Novo Building Products is seeking an experienced IT Support Specialist that will work with internal and external resources to ensure that the systems are operating correctly, staff have the required access, service requests are processed efficiently and that operations have continuous use of the solution. They will perform administrative, technical, and analytical work of above average difficulty and responsibility assisting with help desk analysis and response relative to information technology (IT) and telecommunications hardware and software user issues, and to develop and deliver basic and advanced training in the use of IT resources.

Pay for this position starts at $23.00/hour

Why work with us?
We offer competitive wages, shift premiums, and benefits. For this role, eligibility for benefits begins after 90 days of employment. This position will also be worked fully onsite at our Zeeland, MI corporate office. We have a newly renovated office environment, three employer sponsored medical plan offerings, dental, vision, flexible spending, company paid life insurance, short and long-term disability, employee assistance program, and 401k program with employer match. Plus our employees get a discount on any product from any of our brands!

We have a dynamic culture with our team members who are encouraged to contribute, change, grow, and get rewarded accordingly. If you're passionate about contributing to a great team, we would love to hear from you!

What will you do in this role?

• Creates, reviews, and competes help desk tickets on a timely basis, Writing clear, detailed notes within tickets.
• Provides end-user desktop support via remote support tools or in person visits.
• Assists with system administration tasks, including server upgrades, updates, patches, deployments, architecture review / design and general best practices.
• Maintains up to date knowledge or ability to learn about Cisco switches, internet connectivity and Cisco IP phone.
• Creates clear, concise processes and system diagrams and other supporting documentation.
• Tracks and generates reports monthly for outstanding issues and report findings to Supervisor.
• Coordinates with vendors to execute software and firmware upgrades.
• Onboarding and offboarding users (Windows, email accounts, and more).
• Ability to analyze, troubleshoot, and resolve problems related to equipment, operating system, or software configuration. Escalate support requests & issues as needed.

What are we looking for?

• Two or more years of Systems Support and/or Help Desk Support is required.
• Capability to communicate efficiently with all levels of employees, management, customers, and vendors both verbally and in written form resolve system issues.
• Working knowledge of server and network hardware systems, virtualization (VMware preferred), Microsoft Client/Server Operating Systems, Active Directory, and Microsoft Office.
• Strong technical knowledge of terminal services, mobile device technologies, enterprise storage, IT best practices and cybersecurity best practices and procedures.
• Willingness and ability to learn and understand additional technologies and third-party applications such as Linux, Windows Defender, UCaaS, and other applications.
• Capacity to multi-task with speed and accuracy while prioritizing tasks and ability to maintain excellent organizational skills and meet deadlines.
• Strong analytical, problem-solving, organizational and time management skills with.
• Must possess and maintain a valid state-appropriate driver’s license, unrestricted other than for vision correction.

Preferred Qualifications

• Bachelor’s degree in computer science, Information Systems, or a similar technical/engineering field of study. (Equivalent working experience will be considered given a continued pursuit of bachelor’s degree.)

Travel Requirements

• Ability to travel in North America and internationally to all Novo companies, customer, and vendor sites as needed.

Physical Requirements

• While performing the duties of this job, the employee is regularly required to talk, hear, and see. This employee is required to use a computer, phone, and/or electronic tablet for up to 90% of the working hours.
• Ability to lift up to 50 lbs., lifting and transporting moderately heavy objects, such as computers and peripherals.

For more details and benefits information, please visit our website at: www.novobp.com/careers

Novo Building Products is a division of ADENTRA and an Equal Employment Opportunity employer M/F/D/V

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