Information Technology Support Specialist- Level 1 Support

2 months ago

Conyers, United States SouthernCarlson Full time

WHO WE ARE

We are SouthernCarlson, and our foundation of service and commitment began in 1947. We have the broadest selection of high-quality products from leading suppliers in the industry along with tool repair services to keep businesses running. We provide expertise in both the products we offer and the solutions we propose. SouthernCarlson is The Contractors Choice™ for professional-grade tools, fasteners, jobsite supplies and expert service.

OUR PROMISE MEANS MORE™

• Respect - We build relationships on trust, collaboration and kindness while taking the time to learn, grow and celebrate wins together.

• Integrity - We go above and beyond to help customers and employees and do what we can to help resolve issues.

• Teamwork – We support and encourage each other while working together to ensure each customer has a top-notch experience

• Family Environment – We are a nationwide company with small business locations that provides a family-like environment.


This position is a hybrid work schedule 3 days working in the office and 2 days working from home.

The position will be responsible for maintaining and supporting the end-user desktop and mobile environments including network devices, desktop and laptop PC’s, printers, O365, mobile devices, and Active Directory services. This role will plan and deploy store level network infrastructure, desktop devices, and printers as required for migrations or new service locations. This role will also serve as an escalation point for the Help Desk and will participate in the afterhours / on-call support rotation schedule. Must demonstrate the ability to work well with a minimal amount of supervision while possessing working knowledge of and experience with computer hardware, software, and peripheral devices in a diverse environment.


What You Will Be Doing:

· Install, move, add, change, troubleshoot, and repair assets such as desktops, laptops, printers, scanners, basic network gear, and peripheral IT equipment

· Install, configure and troubleshoot Windows desktop operating systems such as Windows 11

· Take ownership of Level 1 customer requests and incidents, resolving on-site or through remote support to satisfaction and within established SLAs

· Configure workstations and laptops to operate within an enterprise environment to include network and application configuration, while adhering to security standards

· Perform and validate data backup and restoration processes for the enterprise

· Interact with other team members on identifying areas to improve administration and customer service

· Create and update documentation pertaining to technical processes and workflows

Required Certifications and Skills:

· Two - Three years' minimum experience installing, troubleshooting and repairing hardware and software on Windows-based desktops and laptops

· Highly organized self-starter with strong capacity for critical thinking, engagement, and responsive communication

· Positive attitude with our team, our customers, and our business

· Exceptional customer support and communication skills, both verbal and written

Desired Certifications and Skills:

· Technical certifications in the desired technologies: A+, N+, MCP, MCDST, O365/Exchange

· Two years’ minimum experience in a technical support role with Active Directory, DFS, DNS, DHCP, GPO’s, Windows Desktop Operating Systems

· Two years’ minimum experience understanding Exchange and/or O365 technologies in a public, private or hybrid topologies

· Two years’ minimum experience working with WAN/LAN/Cloud network technologies and infrastructure devices (i.e. Routers, Switches, Firewalls, VoIP – Cisco, WatchGuard, etc.)

· Possess a solid understanding of IP networking, mobile device support and proven assessment, design, planning


WHY YOU’LL LOVE IT HERE

· Competitive compensation

· Daytime shift with great hours

· Our collaborative culture

· Competitive benefits package, including Health, Dental and Vision

· Opportunity to enroll in our 401k program with Employer Match

· Employee Assistance Program (EAP)

· Paid time off



Notice: Offer for this position is contingent upon the completion of a satisfactory background check and drug screen

SouthernCarlson, Inc. is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.

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