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IT Support Specialist
3 months ago
POSITION DESCRIPTION
POSITION TITLE
Senior IT Support Specialist
LOCATION
Bayou La Batre, AL
MANAGER
IT Operations Manager
POSITION TYPE
COMPENSATION
Full Time
$65,000 to $75,000
Our Values
Make It Happen ∙ Customer Driven ∙ Trust ∙ Family Culture
Our values are embedded in our organisation and form the basis of our business planning, recruitment processes, training, and leadership.
Our Vision
Creating certainty for our customers by engineering and delivering the right maritime solutions
POSITION OVERVIEW
As a Senior IT Support Specialist, you will play an integral role in the operations of Birdon America Inc. This role will support our onsite operations in Bayou La Batre, AL while also aiding employees at remote locations around the globe. From solving simple day to day requests, to helping identify areas where operations can be more streamlined, you will be the front-line communication for all those who need IT support. Our team is small, but filled with talented passionate individuals who collaborate and work as a unified front while looking to solve big problems that improve the quality of life for all BAI employees. If you have a customer service mindset, an appetite for solving problems and a passion for deploying innovative technology then we want to hear from you.
Main Duties and Responsibilities
- Address day to day needs via IT ticket system within defined business SLA.
- Assist end users onsite and at remote locations around the globe with troubleshooting as needed.
- Deploy and image hardware to employees. Assist new hires with IT onboarding.
- Develop and maintain IT hardware inventory using asset tags to keep track of devices.
- Maintain conference room (MS Teams Room) hardware and software.
- Assign user permissions and licenses, as necessary.
- Provide on-call support to the Birdon Shipyard staff on weekends.
- Collaborate with IT staff at remote locations to ensure optimal customer experience when troubleshooting.
- Deploy and assign software via Intune Company Portal.
- Work with IT staff to continuously improve user experience by identifying issue trends within ticket system.
QUALIFICATIONS & ATTRIBUTES
- Minimum of 6 years of experience in IT support operations, supporting national or global organizations using remote management tools.
- Prior systems administration experience is a plus, with a focus on virtualized / cloud environments.
- Advanced working knowledge of Fresh Service, Microsoft 365 Admin Center, Microsoft Intune (Endpoint Manager), Company Portal, ConnectWise Control Suite.
- Advanced proficiency working and troubleshooting with Microsoft Windows and Mac OS devices.
- Customer service skills to interact professionally and positively with employees and coworkers.
- Analytical and problem-solving skills to troubleshoot and diagnose issues.
- Demonstrated written communication skills to create useful support guides.
- Desire to continuously improve SLA times by introducing solutions to streamline processes.
WORKING CONDITIONS
Position requires use of computer, telephones, and other office equipment, reading, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity.
- While performing the duties of this job the employee is regularly required to stand, stoop, kneel, climb, crouch, talk and hear.
- Ability to lift packages, equipment, etc., up to 30 lbs.
- Occasional domestic travel will be required.
- Position occasionally requires ability to work in a manufacturing environment.
- With time variance between Australian and United States there can be early morning and late night, or weekend calls required.
KEY PERFORMANCE INDICATORS
- Annual performance review.
RELATIONSHIPS
- The Senior Support Specialist will be based at our Bayou La Batre, AL facility and report to the IT Operations Manager. The role will require considerable time with Birdon employees based around the United States and the globe via communication tools such as video conferencing software and telephone.
