IT Help Desk Support Admin

Building the people that build the world. SPX Technologies builds innovative solutions in HVAC and Detection and Measurement to enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support their continued development. We’re a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world.

As part of Engineered Air Movement, Cincinnati Fan is a leading manufacturer of industrial fans and blowers for OEMs and industrial applications. With its high attention to detail for products that are durable, energy efficient, and unparalleled in performance, companies rely on Cincinnati Fan to provide comfort and mission critical and industrial cooling solutions.

How You Will Make An Impact (Job Summary)

SPX is a diverse team of unique individuals who all make an impact. As the IT Technical Support Specialist, you will be responsible for delivering comprehensive IT services to end users, ensuring efficient resolution of incidents and service requests, and providing exceptional customer service. You will be hands on with technology, supporting customers in person and virtually. You will solve technical problems with minimal assistance and play a vital role in ensuring the smooth operation of SPX’s IT systems for our Engineered Air Movement Mason, Ohio location.

The successful Technical Support Specialist possesses a strong technical background within IT and expertise in the support of end-user hardware, software, and peripherals.

While each day brings new opportunities at SPX, your core responsibilities will be:

• Incident Management and Service Fulfillment:
  Manage the life cycle (ticket generation to closure) of assigned incidents and service requests, including assessing impact and urgency, assigning to the proper group, and ensuring timely resolution and minimal downtime. Primary support to Engineered Air Movement factory with additional assignments as needed for other SPX divisions.
• Document and maintain accurate records of incidents, service requests, and solutions within the ticketing system.
• Escalate incidents to appropriate IT resources in accordance with established procedures.

• Technical Support:
  Provide frontline technical support to end users, both remotely and in-person, by diagnosing and resolving hardware, software, and network related issues.
• Support ancillary systems such as desk phones, key fob system, and surveillance cameras.
• Onsite support for factory floor equipment including but not limited to laser cutter communications, label printers, and dog tag machines.
• Provision and maintain factory tablets to users in accordance with IT policy and procedures.
• Track and manage IT assets in accordance with IT procedures.
• Identify, research, and assist in implementation of new technologies.

• Customer Support:
  Deliver excellent customer service, building rapport with end users.
• Provide clear and concise instructions and explanations.
• Communicate and collaborate with internal teams and vendors to escalate and resolve complex technical issues.
• Support sales reps and internal users with site-specific applications and scenarios.

• Continuous Improvement:
  Contribute to the continuous improvement of IT infrastructure and processes by providing feedback and recommending solutions.
• Assist in the development and/or implementation of IT policies, procedures, and best practices.
• Stay up to date with emerging technologies and industry trends, actively seeking opportunities for development and knowledge enhancement.
• Participate in other projects as assigned that relate to the overall goals of the department and organization.

(Experience, Knowledge, Skills, Abilities, Education)

• At least 2 years of IT technical support experience in a corporate environment

• 4 years of IT technical support experience in a corporate environment preferred
• Proven experience in providing technical support to end users
• Strong knowledge of hardware, software, peripherals, copiers,…