IT Site Support Tech

Position: IT PC Specialist I

Reports To:

IT Infrastructure

Location:

Cassville, Missouri

Remote Type:
On-Site

Position Overview:

Are you passionate about network infrastructure and customer service? Do you enjoy working in a fast-paced IT environment? Brooksource is seeking a highly motivated, innovative IT Support Specialist to provide onsite technical support and assist with corporate infrastructure projects. Under the general direction of the IT Infrastructure Manager, this position will provide onsite and remote technical support for user assistance in all assigned software applications, support processes, maintenance of desktop/laptops, phones, basic network connectivity, user account management and permissions, audio/video, projectors, room and desktop video conferencing, and assisting on-site leadership team as necessary.

This position will also support Corporate IT infrastructure projects including global PC/Server patching, PC refresh/imaging processes, Anti-Virus and mobile device management and deployment.

Key Responsibilities:

• Provides onsite and remote IT support for regional facilities working from Cassville, MO location (hardware, systems, teleconferencing, etc.)
• Maintains a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner (with special emphasis on customer service when interacting with our executive staff).
• Work as part of a global phone and ticketing queue for end users to report issues and requests.
• Collaboration Support – Educate and advocate use of collaboration environments (O365, Outlook, Teams, SharePoint, One Drive). Demonstrate the efficiency and effectiveness of collaboration within the organization, across organizations, and with customers.
• Acts as mentor to peers through the sharing of technical IT knowledge and guidance.
• Security:
  Understand and assist with the tools and process required to identify, test, deploy and support security patching.
• Issue Resolution:
  Troubleshoot, diagnose, and resolve end user and network issues. Research, analyze, and recommend the implementation of software or hardware changes to rectify any deficiencies or to enhance network performance.
• Network Connectivity:
  Provides support for network connectivity or related network issues for the user community.
• Performs related duties and fulfills responsibilities as required.
• Follows company standards and procedures.

Education:

• Bachelor's degree in information technology or related field and / or 2-3 years of equivalent work experience.

Required Skills and Qualifications:

• Experience supporting a hybrid remote work-from-home and in office workforce within a large corporate domain environment.
• Experience working with a Ticketing system (Service Now preferred).
• Excellent technical knowledge of laptop and desktop computers including Windows 10/11 laptops and some experience with Active Directory.
• Strong ability to quickly learn new information system technology.
• Strong organization and multi‐tasking skills.
• Strong analytical skills; ability to think big and scale quickly.
  
  Excellent interpersonal, communication and influencing skills to establish trust, credibility and rapport at all levels of the organization; seen as humble, direct, and authentic.

Preferred Skills and Qualifications:

• Experience supporting Office 365 and identity management components.
• Additional Certifications such as MCP, A++, CompTIA A+ preferred.
• ITIL Foundations V4 Certification or 2 years of equivalent experience.
• Knowledge of commercial enterprise-level tools and products to provide network services.
• Prior experience working at level 2/3 service desk and/or server management roles.
• Background working closely with IT admins and engineers across the globe in a distributed multi-national corporate environment.
• Familiarity with Microsoft technology stack.
• Familiarity with Windows and Unix based server technologies.
• Informing
  - Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or organization; provides individuals information so that they can make accurate decisions; is timely with information.
• Interpersonal Savvy
  - Relates well to all kinds of people, at all levels in the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Peer Relationships
  - Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.