IT Support Specialist

Overview

This job supports Information Technology initiatives at Hayward Tyler Inc. The IT function supports business needs and continuous improvement efforts through appropriate technology, information systems and infrastructure. The ideal candidate will be highly motivated with practical experience supporting a Windows-based network, fundamental networking, PC hardware and software, and computer/networking security knowledge. The candidate should be friendly, courteous, and willing to work as part of a team, providing training and documentation to end users.

Primarily responsible for the company’s helpdesk ticketing system, assist with network and system administration, set up and deploy workstations, assist with server maintenance, and participate in on-call rotation.

• End User Support
• Sets up, configures, and supports end user hardware and software
• Troubleshoot and fix/repair desktop hardware/software issues at root cause
• Engage with users to ensure available tools are functioning
• Provide quick response to user needs
• Willingness to spend time helping users understand the best use of available tools

• End User Training
• Train staff on the proper/best use of available software
• Create, update, and maintain end user documentation
• Collaborate with departments to build customized documentation and training plans for current and new employees

• Maintain the IT ticketing system
• Work incoming tickets
• Escalate as necessary

• Product Center Support
• Provide support for PLM software
• Assist users with adds, moves, and changes in the system

• Assist with network support
• Assist with servers and network hardware
• Assist with patching servers
• Support continuous improvement efforts through involvement in structured problem solving and other activities using LEAN concepts

• 1-3 years of experience in a support or Help Desk role, or a combination thereof; customer service experience is preferred
• Due to sensitive data handling for government contracts, U.S. citizenship is required
• An associate degree, or higher, in an IT-related field or equivalent work experience
• Advanced knowledge of Windows operating systems
• Knowledge/experience with a Microsoft Server-based network (Active Directory, DHCP, DNS, File Sharing)
• Experience working with a support ticketing system
• After-hours support of business applications is required
• Some travel may be required
• Excellent written and verbal communication skills
• Experience with the Microsoft Office suite
• Experience administering and maintaining Product Center is a plus
• Experience with Microsoft SharePoint is a plus
• Experience supporting mobile devices in the enterprise is a plus
• IT industry certifications are a plus but not required
• Strong interpersonal and problem-solving skills
• Outgoing and willing to take the lead on projects and initiatives
• Ability to deliver quality results in a timely manner
• Detail-oriented, organized, and highly motivated
• Positive attitude and willingness to assist wherever needed
• Team-oriented with the ability to overcome daily challenges
• Other duties as assigned