System Support Specialist

Description

As a 100% Employee-Owned company, Robert E. Mason & Associates, Inc. believes our Associates are the foundation of both our customers’ and our success.  Our strong company culture, and belief in continued investment in our Associates, has helped us realize long Associate tenures, as well as long lasting relationships with our customers.  Under the Robert E. Mason & Associates, Inc. umbrella there are two divisions: R.E. Mason and Apperture Solutions.

R.E. Mason is an Emerson Impact Partner covering North Carolina, South Carolina, and Virginia.  Emerson is the global leader of process systems and solutions.  R.E. Mason provides industry-leading process equipment and service for process control, automation, safety, and reliability.  The industries served include Chemical, Pharmaceutical & Life Sciences, Power & Utilities, Food & Beverage, and Pulp & Paper. 

Apperture Solutions is a technology independent, professional consulting, and implementation services firm.  Apperture Solutions offers Data Enablement, Production Optimization, Operations Management, and Other Value-Added Services.  Apperture Solutions partners with other providers to offer our customers the technologies and solutions that fit their needs.

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What R.E. Mason Offers Associates:

R.E. Mason is a 100% employee-owned company that offers a comprehensive, industry leading benefits package to all eligible Associates:

• Participation in the Employee Stock Ownership Program (ESOP)
• Retirement plan, including a Safe Harbor contribution
• Medical / Dental / Vision Insurance
• Employer paid Life Insurance and Long-Term Disability Insurance
• Generous paid leave options that include vacation time, sick leave, personal leave time, R.E. Mason Way Half Day, paid Jury Duty, and paid Bereavement Leave
• Paid Parental Leave
• Paid company holidays
• Career Development Program
• Retirement and Financial Wellness program
• Employee Assistance Program (EAP)
• Alternative/Hybrid Work Schedules

General Description

We are offering a System Support Specialist in our fast-paced, customer-oriented Information Technology Services team. This position supports our internal and external customers.  This role is part of a small team and is expected to work hands-on to solve problems and execute small projects and assist others on the team, especially less experienced staff.    

The successful candidate would work through a phased program beginning with our internal IT systems and will specialize and grow with our customer facing OT solutions, working with our Lifecycle Services team and IT/OT Services team.  After that, this will become a customer-facing position requiring travel to our customers’ manufacturing sites to help commission and maintain their control system platforms, network infrastructure and OT cybersecurity solutions.  Candidates must be able to work with customers in a professional manner while working under pressure during process startups and while troubleshooting issues.  Typically, scopes of work include performance audits, performing cybersecurity assessments, monthly/quarterly system patching, network and system administration and support.  

Specific Responsibilities

• Serve as point of contact for customers seeking IT assistance
• Resolve day-to-day break fix tickets, escalating to others as needed
• Setup and deploy end-user systems according to standards
• Support and maintain laptops, workstations, and printers
• Troubleshooting and assisting users with Microsoft Office and other end-user software tools
• Train end users on various topics
• Manage inventory of IT equipment
• Support AV systems in conference rooms
• System Performance Audits on customer systems
• Cybersecurity audits
• Performance/Cyber audit remediation
• Application Hotfix installation for customer systems
• Endpoint Security, Microsoft update installation, and troubleshooting
• Backup and recovery design, implementation, and routine testing.
• Troubleshoot and install networks (hardwired and wireless)
• Setup Active Directory, Remote Desktop Services and User Accounts
• 80-90% Regional Travel (25%-50% overnight within the territory)

Qualifications

Required Competencies

• Ability to meet project team commitments and deadlines.
• Ability to work independently and as part of customer project team.
• Ability to provide clear and timely written documentation including field service reports, project updates, and time and expense reports.
• Excellent oral and written communications.
• Desire to participate in ongoing learning (latest technologies).
• Ability to transition back and forth between several tasks.
• Knowledge of Industrial Safety Practices and PPE
• Be a United States Citizen with a valid driver’s license.

Required Education and Experience

• Associate degree in information systems technology, similar technical degree/certifications, or equivalent experience.

Preferred Experience/Competencies

• Experience using a ticketing system and knowledgebases
• Self-Starter
• System Administration Capabilities
• Networking Switch, Firewall, Router Configuration
• Backup & Recovery Solutions
• Virtualization
• Cybersecurity Best Practices and Implementation
• CompTIA or similar certifications

RE Mason Company is a federal contractor and, as such, is required to solicit the race, gender, disability status and protected veteran status of candidates. Thus, you are required to answer self-identification questions as part of your application process. These questions are part of RE Mason’s Affirmative Action Plan and the completion of these questions will not have any effect on any consideration of your application materials.

In compliance with the ADA Amendments Act (ADAAA), if you have a disability and need to request an accommodation in order to apply for a position with RE Mason, please call our office at (704) 3754465.