IT Support Specialist

DUTIES AND ACCOUNTABILITIES:

• IT Operations Service Support:
  • Serve as the first point of contact for infrastructure-related IT Operations desk calls.
  • Diagnose and troubleshoot hardware and software issues, providing timely resolutions and excellent customer service.
• Device Setup and Configuration:
  • Set up and configure computers, laptops, printers, and other peripheral devices for end-users
  • Ensure all devices are in compliance with security and organizational policies.
• Facility Deployments:
  • Coordinate the deployment of IT equipment and devices across various facilities.
  • Conduct on-site visits to set up workstations and address any IT-related requirements at different locations.
• User Onboarding:
  • Facilitate the onboarding process for new employees, ensuring they have the necessary IT equipment and access.
  • Provide training and support to new users on hardware and software usage.
• Hardware and Software Installation:
  • Install, upgrade, and maintain hardware components such as RAM, hard drives, and graphics cards.
  • Install, configure, and update software applications based on user requirements.
• Documentation:
• Maintain accurate and up-to-date documentation for hardware and software configurations.
• Document troubleshooting steps and resolutions for common issues.
• Conduct regular audits to ensure accurate asset records and proper inventory levels.

Collaboration with IT Teams:

• Collaborate with other IT teams to escalate and resolve complex infrastructure issues.
• Communicate effectively with team members to ensure a seamless support experience for end-users.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Technical proficiency: Strong understanding of IT infrastructure, hardware, software, and networking concepts.
• ITSM tool expertise: Knowledge of ITSM tool principles and practices.
• Problem-solving skills: Ability to identify, analyze, and resolve complex IT issues.
• Communication skills: Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical audiences.
• Interpersonal skills: Ability to build and maintain relationships with stakeholders at all levels.
• Analytical skills: Ability to analyze data and identify trends to inform decision-making.
• Time management skills: Ability to prioritize tasks and manage time effectively.
• Attention to detail: Meticulous attention to detail and accuracy.
• Adaptability: Ability to adapt to changing priorities and work environments.
• Continuous learning: Commitment to staying updated on emerging technologies and industry best practices.

PREFERRED EDUCATION AND EXPERIENCE:

• Bachelor's degree: Degree in computer science, information technology, or a related field.
• Certifications: Relevant IT certifications, such as CompTIA A , Network , or ITIL.
• Experience: Minimum of 5 years of experience in IT operations or a related field.
• Warehouse experience: Experience working in a warehouse environment or familiarity with warehouse operations.
• ITSM tool expertise: Experience with ITSM tool systems and practices.
• Troubleshooting experience: Proven ability to troubleshoot complex IT issues.
• Customer service experience: Experience providing excellent customer service to internal and external stakeholders.

PHYSICAL CAPABILITIES AND REQUIREMENTS:

• Travel in a car and an airplane 15% of the time.
• Ability to sit for extended periods within an office environment.
• Ability to use hands and fingers for computer keyboarding, and answer phone calls.
• Ability to communicate via the telephone using speaking and hearing skills.

BENEFITS AND TOTAL REWARDS:

• Competitive wages, and opportunities for advancement.
• Medical, Dental, Vision, Critical Illness, Accident, and Flexible Spending Plans available.
• Company-paid Short/Long-term Disability, Life Insurance, and Employee Assistance plans.
• Company-paid Time-Off (PTO), Sick Leave, and Holiday Pay.
• Retirement 401(k) Plan with Discretionary Employer Match, and Profit Sharing.
• Referral Bonus, Wellness Programs, Clothing Allowance, Safety Shoes, and Safety Glasses Reimbursement.