Enterprise Support Specialist

Description

Samson, the worldwide leader in high performance cordage, is seeking an Enterprise Support Specialist who will own daily Tier 1 IT support and ticket follow-through for Samson’s global facilities. The role receives, prioritizes, diagnoses, documents, and resolves end-user requests; provides hands‑on help in Ferndale and remote support elsewhere; and coordinates approved local assistance. The specialist manages handoffs to Tier 2 staff and keeps users informed through resolution.

With mentoring and defined access, the role develops secondary capability in selected platform, endpoint, identity, or network tasks. The role practices high standards of business ethics, professionalism, quality, and safety in support of Samson strategy and core values.

• Have strong knowledge in supporting computer hardware, Windows endpoints, mobile devices, printers, peripherals, and common productivity and collaboration tools.
• Experienced in diagnosing endpoint and application issues and recognizing when server, platform, or network problems require specialist escalation.
• Familiar with remote diagnostic tools and basic DNS, DHCP, Wi‑Fi, VPN, and connectivity troubleshooting.
• Able to work a schedule of 7am-3:30pm on most days to support our global business. Available to occasionally work outside regular business hours including early mornings, evenings, weekends, and an on‑call rotation to support global operations (advance notice will be provided whenever practicable).
• Detail‑oriented, with strong ticket documentation, technical handoff, inventory management, and follow‑through skills.
• A clear communicator who can work effectively with diverse end users, vendors, and technical staff across multiple locations.
• An attentive service professional who listens carefully, asks effective questions, and keeps users informed throughout troubleshooting and escalation.
• Comfortable working independently and collaboratively while treating colleagues with professionalism and respect.
• Trusted to handle confidential information; follow identity, access, security, and change procedures.
• Able to assess production impact, establish priorities, resolve or escalate issues appropriately, and manage multiple requests in a changing environment.
• Willing and able to learn assigned Tier 2 support tasks and work within established access, approval, and change boundaries.
• Capable of creating clear support documentation and training end users on supported technology.

• Respond to end‑user support requests across multiple channels, document relevant details, and prioritize work based on business and production impact.
• Troubleshoot and resolve issues involving computers, mobile devices, printers, peripherals, connectivity, approved software, and manufacturing and barcode‑system endpoints.
• Install, configure, upgrade, replace, maintain, and repair end‑user hardware, software, and applications within established safety, access, and change procedures.
• Follow identity verification, account security, access approval, least‑privilege, backup, recovery, and change‑management requirements, escalating issues to the appropriate systems owner.
• Train end users and create help sheets, FAQs, support articles, and site‑specific checklists for supported technology.
• Maintain accurate hardware and software inventory and assist with equipment lifecycle management, onboarding, and offboarding.
• Coordinate the daily global Tier 1 queue, including production‑impact assessment, next steps, user communication, and tracking escalated requests through closure.
• Document troubleshooting, actions, ownership, and user communications through resolution; test fixes, follow up with users, and identify recurring issues and opportunities to improve…