IT Support Specialist; Help Desk

Position Title: IT Support Specialist

Reports To: Director, Operational Excellence

Supervises
:
None

Classification: Hourly, Non-exempt, non-union

The IT Support Specialist provides front-line technical support to employees by troubleshooting hardware, software, and basic network issues.

The statements below are intended to describe the general nature and level of work being performed by the employee of this position. They are not intended to be an exhaustive list of all responsibilities and activities required of this position.

• Coordinates the maintenance of Plex ERP software and Plex related network equipment
• Serves as an internal point of contact for user issues in Plex, and related hardware/software troubleshooting
• Performs IT related troubleshooting through diagnostic techniques. Determines best solution to resolve technical problems
• Responds to IT tickets. Issues resolutions.
• Assists in configuring permissions and maintaining security groups according to user group and security levels for Plex
• Helps streamline navigation and use in Plex for end user tasks (i.e., least number of clicks, least number of screens needed, etc.).
• Trains new and existing employees on use of Plex
• Contributes to the Continuous Improvement efforts of both the department and the company
• Assists in Lean initiatives, programs and tasks as directed
• Participates in other operational excellence projects as assigned
• Administers and troubleshoots PLEX ERP systems, MS Office Suite platforms, etc. and escalates issues as needed
• Assists IT department in keeping accurate documentation and information on all systems
• Supports end users with ERP reporting and functionality
• Develops and creates work instructions as needed
• Additional duties as assigned

To perform this position successfully, the employee must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

This position involves access to technical data that is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR), which define a “U.S. person” to include a U.S. citizen, lawful permanent resident (green card holder), or a protected individual as defined by 8 U.S.C. 1324b(a)(3). Employment is contingent upon the applicant’s ability to meet these requirements or the Company’s ability to obtain an export license on the applicant’s behalf.

• Minimum of an Associate’s degree or equivalent and at least one year of related experience and/or equivalent education & experience
• Demonstrates an understanding of computer systems, mobile devices, hardware and other technologies
• Previous experience working within an ERP system is preferred
• Entry-level IT certification (CompTIAA+, ITF+, or similar) is preferred
• Proficient in Microsoft Excel, Word, Outlook
• Demonstrated problem solving skills and excellent organizational and communication skills
• Ability to multi-task
• Position is required to be on-site, occasional work from home with supervisor approval is available
• Supports and demonstrates the Company’s core values

This position is designed to work full-time. Days and hours of work are typically Monday through Friday, 8:00 a.m. to 5:00 p.m. An alternate schedule may be arranged or assigned based on the business demands, nature of duties performed, and other factors. Occasional flexibility to work evenings or weekends may be required as job responsibilities demand. Regular work, after hours and/or weekend work may be performed remotely, if the capability exists.

Little to no travel is expected for this position. This position mainly operates in an office environment during work hours, but may be expanded to assist and support employees in other departments within the Company;
Occasional exposure to production equipment and machinery. The employee will manage multiple priorities daily and may be interrupted frequently to meet the needs and requests of employees. The environment…