What are the responsibilities and job description for the IT Support Specialist position at Webster Manufacturing?
IT Support Specialist
Classification - Exempt
Reports to - Chief Information Officer
JOB DESCRIPTION
Summary / Objective
The IT Support Specialist position requires an overall understanding of information technology, a willingness to learn, the desire to help others by providing technical support, and the ability to stay on task with minimal supervision.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The IT Support Specialist will be responsible for providing technical support to the entire organization as well as working on IT projects, either independently or with other IT team members. The ideal candidate will be responsible for troubleshooting and resolving a broad range of issues including hardware, software, networking, phones, and other devices throughout the office, plant, and remote locations. This role will require the ability to organize and prioritize requests to optimize efficient resolutions. The candidate should have the ability to work on one or more projects concurrently and have the ability and desire to learn additional skills.
- Serve as the initial point of contact for internal and external users reporting technical issues or seeking support with hardware and software-related inquiries.
- Evaluate, prioritize, and answer incoming support calls and tickets from end users, escalating complex issues to senior technical staff.
- Foster a positive IT support experience for our end-users.
- Assist in the maintenance and troubleshooting of the network.
- Accurately document requests and resolutions in the Helpdesk Management System.
- Maintain databases related to assets, software, and inventories.
- Install, configure, and troubleshoot desktop hardware, software, and peripherals.
- Install software upgrades and updates for firmware, patches, & drivers.
- Create & maintain technical and end-user documentation.
- Train end-users on hardware and software usage.
- Manage the Cyber Security End User Security Training Platform.
- Adherence to IT controls, regulatory standards, ethics, and guidelines ensuring compliance across all systems.
- Ensure system security and account maintenance are aligned with corporate IT policies and standards.
- Continued personal development and education to stay abreast of current industry trends and emerging technologies.
- Other duties as assigned.
Technical Competencies
Required
Preferred (can be learned on the job)
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Position Type and Expected Hours of Work
This is a full-time, on-site position with expected normally weekly hours 40-45 per week. Business hours are Monday through Friday, 8 : 00am to 5 : 00pm. Occasional evening and weekend work may be required as job duties demand.
Minimum Education / Experience
An associate's degree in an IT related field or a minimum of two years of experience in a computer-related support role is required. Demonstrated working knowledge of hardware and software products and problem-solving skills.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.