What are the responsibilities and job description for the IT Support Specialist position at The New IEM, Llc?
IEM is the largest independent full-line manufacturer of electrical distribution and control systems in North America. The Company has developed one of the most sophisticated electrical product manufacturing systems in the world and has cultivated partnerships with leading component suppliers resulting in optimal solutions to customer problems.
Job Summary
You have a passion to support our customer base from end user hardware to SaaS Ops! You will be responsible for managing IT related incidents and coordinating with expert resources as needed to resolve them. Our goal is to ensure uninterrupted operations to our Business and maintain alignment to expected Service Agreements. As a team member of a growing global company, you'll support the implementation of Enterprise-class architectural solutions in-line with evolving industry standards. You'll contribute to our team's effort to build and continuously improve our processes and technology.
You Will:
- Appreciate and have a high respect for our employees and what they do to run the plants and company.
- Partner with local business teams to resolve manufacturing specific applications or equipment that integrate with IT services such as our LAN, internet, Wifi, directory services, and security tools.
- Deliver a high level of customer support for IT services resulting in a positive user experience.
- Provide follow-up and follow-through support of reported incidents through our IT service management set of processes and tools
- Setup new user hardware, software, accounts, and assist with other IT onboarding tasks
- Provide PC asset management duties to maintain equipment through its lifecycle.
- Identify, troubleshoot, resolve, and escalate issues related to networking, server, and telephony equipment
- Partner and collaborate with internal IT service experts to resolve 2nd or 3rd level priority incidents.
- Participate in IT projects and roll-outs
You Have:
- 3-5 years of experience in providing IT technical support to end users in medium to large scale companies.
- Experience with delivering customer centric and responsive support including high-touch models for executive staff.
- Windows 10/11 Troubleshooting Experience
- Solid understanding of server and virtualization platforms such as VMware and Hyper-V. Hands-on experience is desirable.
- Proficiency with Microsoft 365 Products including MS Teams is preferred
- Moderate understanding of Active Directory, Azure, Networking, and Server Administration
- SCCM'Intune'Microsoft Endpoint Management configuration and administration exposure
- Advanced understanding of Remote Control/Management tools
- Previous Ticketing system experience (ServiceNow/Jira/Freshservice)
- Excellent organizational and documentation skills
- Ability to communicate clearly and concisely, both orally and in writing
- Ability to work autonomously and collaboratively to ensure work is being completed in an accurate and timely manner
- Ability to follow critical processes for incident, problem, and change management.
- Ability to manage through requests for help in urgent situations.
- Creative and resourceful to troubleshoot and solve ambiguous technical challenges.
- BS degree in Computer Science or similar field preferred
