What are the responsibilities and job description for the IT Technical Support Specialist position at Woodhaven Furniture?
Woodhaven Furniture is seeking a detail-oriented and technically skilled IT Technical Support Specialist to join our team. In this role, you will be responsible for providing timely technical assistance and support across various computer systems, software platforms, hardware components, and ERP modules. You will play a key part in maintaining our technology infrastructure and ensuring a seamless user experience.
Primary Responsibilities
- Deliver on-site technical support for computer systems, software applications, hardware, and barcode scanners.
- Provide end-user assistance in person, via phone, through email, or through remote desktop; ensure timely resolution and documentation of all requests.
- Install, configure, modify, and troubleshoot computer hardware and software.
- Diagnose and resolve issues related to LAN/WAN networks and other system-related technical problems.
- Install and configure peripherals, including printers and barcode scanners.
- Maintain daily performance and health of all computer systems and networks.
- Learn and generate reports using the OHM ERP system; assist in adding/upgrading ERP modules.
- Document help desk procedures, troubleshooting protocols, and resolutions.
- Train users on hardware, software, and system usage best practices.
- Monitor recurring issues and run reports to identify and address persistent malfunctions.
- Follow up with end-users to verify issue resolution and gather feedback on support services.
- Open and manage support tickets with our Managed Service Provider (MSP) for issues that require escalation.
- Escalate unresolved technical issues or projects to the MSP to ensure timely resolution.
- Strong knowledge of software setup and configuration.
- Hands-on experience with: - Windows 10 and above - Windows Server 2012R2 and later - DNS and DHCP setup - Anti-virus systems and backup solutions - Microsoft Office 365
- LAN administration and troubleshooting
- ERP systems knowledge, especially in manufacturing environments
- Project creation, management, and reporting
- Network design and implementation
- Excellent problem-solving and tactical planning skills
- Strong organizational, coordination, and multi-tasking abilities
- Ability to learn quickly and show initiative
- Customer-service oriented with a focus on quality and resolution
- Enthusiastic about new technologies and technical excellence
Qualifications
- Associate's Degree in Information Technology or equivalent professional experience
- Proven experience in technical support roles
- Demonstrated involvement in managing or assisting with IT-related projects
- Experience in a manufacturing or industrial setting is highly preferred
Reporting Structure
- Direct Reports: None
- Reports To: VP Information Technology
