IT Support Specialist

The IT Support Specialist is a hands-on role responsible for providing end-user, application, and on-site support for PC, server, and network infrastructure. This role should provide prompt and friendly support, both in-person and using remote toolsets. Maintaining a comprehensive understanding of IT systems, including manufacturing equipment as well as implemented applications, is key to success.

• Support end-users with IT-related issues in a responsive and service-oriented manner
• Troubleshooting of servers, PCs, phones, wireless, networking, and applications
• User provisioning and deprovisioning for new hires, transfers, and terminations
• Use of monitoring toolsets to ensure availability of systems and resources
• Installation/racking of hardware in MDF/IDF network closets
• Management and organization of IT inventory and assets both physically and in Asset Management Tool
• Utilization of ticketing system to track and document support requests, gather information for escalations while strictly adhering to established processes and workflows
• Create and update documentation on a regular basis
• Assist in hardware/software setup both in person and remotely
• After hours on-call rotation (occasional)
• Local on-site support rotation (frequent)
• Travel to remote sites as needed (rarely)
• Other assigned duties as necessary

• 3+ years supporting Windows 10/11
• 3+ years’ experience with Active Directory/Entra
• 3+ years’ experience with Office 365 (products and admin portal)
• 2+ years installing, supporting, troubleshooting, and maintaining client hardware (desktops/laptops), servers (physical and virtual), printers, switches, and VoIP
• 1+ years supporting, troubleshooting and maintaining LAN/WAN/Wireless networks
• Working knowledge of iOS and Android
• Familiarity with MDM solutions
• Familiarity with VoIP phone systems
• Prior IT Support experience required
• Excellent communication skills required – including telephone and email
• Ability to use instructions and pre-established guidelines to successfully solve problems
• Ability to work collaboratively within a team environment (in person & remote)
• Jira/Atlassian product suite experience preferred

• A+ Certification preferred
• Associates degree from two-year college or technical school is preferred, or equivalent experience

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to management.

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sits 5 hours
• Stands 1 hour
• Walks 1 hour
• Drives 1 hour

Employee Lifts and/or Carries: type amount of weight in each area – Maximum: 40 (lbs) Frequently: 10 (lbs) Occasionally: 25 (lbs)

• Simple Grasping:
  Right, Occasional Left, Occasional
• Pushing/Pulling:
  Right, Occasional Left, Occasional
• Fine Manipulation:
  Right, Frequent Left, Frequent

• Right:
  None Left:
  None

• Bending At Waist:
  Occasional
• Squatting:
  Occasional
• Climbing Ladders, Stairs:
  Frequent
• Kneeling On Ground:
  Occasional
• Reaching Above Shoulder:
  Occasional

Office & Manufacturing environment

Typical ___8__ hour work days, some overtime may be required.

To perform the job successfully, an individual should demonstrate the following competencies:

• Teamwork:
  Balances team and individual responsibilities;
  Exhibits objectivity and openness to others' views;
  Gives and welcomes feedback;
  Contributes to building a positive team spirit;
  Puts success of team above own interests;
  Supports everyone's efforts to succeed.
• Motivation:
  Measures self against standard of excellence.
• Quality:
  Demonstrates accuracy and thoroughness;
  Applies feedback to improve performance;
  Monitors own work to ensure quality.
• Attendance/Punctuality:
  Is consistently at work and on time.
• Dependability:
  Takes responsibility for own actions.