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Support Specialist I

4 months ago

Saint Paul, Minnesota, United States SFP Holdings Inc. Full time

Are you interested in working for the nation's leading fire protection company and beginning a rewarding and satisfying career that helps save the lives of thousands each year? Do you want to be a part of a growing and expanding team of industry experts? If so, exploring career opportunities with Summit Companies may be right for you

Summit Companies, through its subsidiaries, is a full-service provider for fire detection, suppression, and security with a full suite of capabilities that includes design, installation, testing, inspections, and maintenance. We serve customers across many verticals on a local, regional, and national scale. We're proud of our well-deserved reputation for quality work that's completed by our talented and experienced installation workforce. Summit Companies is a dynamic organization with endless growth opportunities spanning over 100 locations in more than 30 states.

Our company is consistently recognized for service excellence in the fire protection industry. Summit Companies supports trade skills and workforce development by hosting Recognized Apprenticeships and on-the-job training (OJT) programs for new career-seekers. Many members of our leadership team serve as chair on NFPA code compliance committees, serve on regional safety boards, and support technical education in local schools. Summit Companies supports employees in their professional development by offering continued development, training, and education by encouraging NICET and other career-advancing certifications. We continually strive to be the Employer of Choice for highly motivated team members who want to succeed in a high-growth environment. We encourage initiative, independence, diversity, and personal career growth.

The combination of experience, knowledge, and customer service is the key to our performance and helps us achieve our goal of providing the highest quality of fire protection services to protect lives and property.

JOB SUMMARY:

The purpose of the Support Specialist I position is to provide front line support to all Summit Companies end users with their Information Technology issues. Fielding phone calls, using a ticketing system, and working with users both virtually and physically in person.

ESSENTIAL JOB DUTIES:

  • Answer inbound phone calls for support, log them as tickets, escalate as needed.
  • Monitor, work, categorize, escalate as needed inbound helpdesk tickets via form submission or e mails to helpdesk system.
  • Ensure tickets in your queue are completed to the fullest ability and in a timely fashion.
  • Setup new user laptops, ship to the end user, remote help with setup and first login.
  • Setup new user mobile devices, ship to the end user, remote help with any setup that is left.
  • Assist users with logins to computers and supplied apps.
  • Assist users with company issued printers.
  • Assist users with company VPN connection as needed.
  • Assist users with minor app usage to be escalated to training division as needed.
  • Assist users with password resets, and MFA setup.
  • Other duties may be assigned.

QUALIFICATIONS

The qualifications listed below are representative of the elements required to perform the job successfully, however in some cases, an equivalent combination of Education, Training, Certifications and Experience may meet the job qualifications.

Education, Training, Certifications:

  • High school Diploma, or equivalent, required
  • Associate's degree in Information Technology, Computer Science, Information Systems, Electrical Engineering, or related field, or equivalent work experience; preferred.

Experience, Knowledge, Skill Requirements:

  • Basic experience in building, setting up and, troubleshooting of laptops / desktops.
  • Basic usage and troubleshooting experience with Microsoft Windows OS.
  • Basic usage and troubleshooting experience with Android and IOS Devices.

Communication Skills:

  • Must have the ability to effectively read, write and communicate in English with employees and customers.

Other Qualifications:

  • Valid driver's license with acceptable driving record required.
  • Must be able to comply with SFPH's Drug and Alcohol policy and Background screening requirements, which may also include customer specific requirements based on contractual agreement.
  • Frequent travel required, up to 10%.

PHYSICAL & WORK ENVIRONMENT REQUIREMENTS

Reasonable accommodations may be made to enable individuals with disabilities to perform Essential Job Duties.

Physical Requirements:

While performing the duties of this job, the employee is required to sit for long periods. Employee will occasionally be required to bend, kneel, balance, lift

Work Environment:

Employee will consistently be required to work indoors in an office setting, work alone and with others. Office settings are mild to moderate temperatures.

Benefits

Summit Companies offers extensive training opportunities, career advancement, competitive pay, bonus opportunities, along with an industry leading and affordable benefits package for eligible employees. Our benefits package includes:

  • Paid Vacation and Holidays
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • 401(k) Plan with Company Match
  • Flexible Spending Accounts
  • Long-Term Disability - Employer Paid
  • Short-Term Disability - Employer Paid
  • Additional Voluntary Ancillary Benefits such as Accident and Hospital Indemnity
  • Life Insurance for Team Members and Dependents
  • Employee Assistance Program
  • Employee Referral Program

Our Core Values

PIPE

  • We are PASSIONATE about life safety
  • We have INTEGRITY (Do the right thing)
  • We work in PARTNERSHIP with our customers and community
  • We constantly strive for OPERATIONAL EXCELLENCE (Do things right)

Summit Companies participates in E-Verify & in alignment with our commitment to safety, we promote a drug-free workplace. Summit Companies is an equal-opportunity employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with a disability.



We are an Equal Opportunity and Affirmative Action Employer and comply with all applicable federal, state, and local fair employment practices laws. All qualified applications will receive consideration of employment without regard to race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy), sexual orientation, gender (including gender nonconformity and status as a transgender or transsexual individual), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, marital status, status with regard to public assistance, membership or activity in a local commission, familial status, or any other characteristic protected by federal, state or local laws.