IT Support Specialist

Since 1922, Shorr has been providing its customers with products and services designed to deliver the best packaging solutions with an ongoing focus on innovation and progress. Steeped in the tradition of a family business Shorr proudly offers its customers a unique combination of in-depth business knowledge and personal service and our employee’s ownership in our success. Shorr Packaging has experienced significant growth year over year. Our growth can be directly tied to our culture of employee ownership and unparalleled customer service and support.

As an employee-owned company since 1984, every member of the Shorr Packaging team is committed to the company's success. Today, Shorr has employee owners in branch locations across the U.S. and represents premier manufacturers like 3M, Pregis, and Lantech.

The solution to our success is our people, both our customers and our employee owners.

SUMMARY

Responsible for assisting users with issues arising from everyday use of corporate technology. Responsible for administration and analysis of voice/data network and related systems in order to resolve problems. Ensures user satisfaction by providing analysis, preventative maintenance, troubleshooting, and quick resolution to complex problems. Researches and recommends alternative solutions to reduce costs and/or improve service. Configures and manages helpdesk software and follows up with users to ensure that helpdesk service level agreements have been achieved resolving any lingering issues. User support can be performed either by remote access, phone, or on-site.

RESPONSIBILITIES

• Triage all incoming help desk calls and trouble tickets.
• Imaging of corporate laptops and desktops.
• Provide onsite and phone-based support for local, remote and traveling users.
• Analyze and support Office 365 and Exchange Online including archive/retention policies, mailbox issues, mail flow, Office client issues and Office client installations
• Share responsibility for network security including password and MFA management, login activation/deactivation, and end-point protection.
• Provide support for users in a Citrix 7 XenApp/Workspace environment and configure Citrix clients
• Good time management skills
• Configure and provide support for users in a Windows 10 and Office 365 environment.
• Install and provide support for Microsoft Teams.
• Windows 10 endpoint deployment and patching.
• Application deployment using system management solution.
• Printer setup, maintenance and troubleshooting including server print queue and Zebra printers.
• Support both corporate and personal mobile devices (BYOD) using Microsoft Intune (MDM).
• Troubleshoot hardware and connectivity issues.
• Carrier and ISP incident management and troubleshooting.
• Provide after hours and weekend support for high priority issues along with a rotating on-call schedule.
• Some travel (up to 10%) may be required.
• Maintain asset tracking and IT inventory.
• Active Directory administration.
• Provide AV support for conference rooms.
• Track tickets, tasks, & projects and reports status to the Infrastructure team and project leaders
• Ensures user satisfaction by providing analysis, preventive maintenance, troubleshooting and quick resolution to problems.
• Reading, searching for and creating technical documentation.
• Understands ticketing systems and follows up with users based on documented SLA durations.

QUALIFICATIONS

EDUCATION and/or EXPERIENCE

Associates or College degree OR minimum 3 years related experience and/or training; or equivalent combination of education and experience.

COMPUTER SKILLS

Required 2 years experience with:

• Active Directory Administration (including user/computer management, DNS, DHCP)
• Windows 10
• Microsoft Exchange Online
• Microsoft Office 2016/365
• Basic understanding of TCP/IP, DNS, DHCP and wireless protocols

Preferred Experience:

• Microsoft Teams experience
• PBX/VOIP phone system experience
• Mobile Device management (including mobile phones and tablets)
• Experience with Imaging Tools, such as KACE
• Windows Server 2016/2019
• Corporate Anti-Virus management

Shorr Packaging Corp. is an Equal Opportunity Employer (Female/Male/Disability/Veteran/Sexual Orientation/Gender Identity) that provides our employee owners with excellent compensation and benefits including 401K, employee stock (ESOP), medical, dental, life, and more.