Help Desk Specialist

3 weeks ago

Jacksonville, United States Gibraltar Industries Full time
Position Summary

Gibraltar and its subsidiaries are industry leading innovators and suppliers to a range of infrastructure, agriculture technology, solar and home service products. As part of this team, you will be an integral resource to continue our business adoption and use of leading-edge service management processes, procedures, and tools. This role will provide focused service delivery for core business processes, defining new working processes and procedures to leverage tools to support our clients across Gibraltar.

In this role you will support the mission and vision of Gibraltar by ensuring the stable operation of various components of our technical ecosystem including implementation and rollout of ITSM capabilities, adoption of AI tools, network services, data center operations, client services, and system/data security. This includes planning, installing, configuring, supporting, and optimizing computing hardware and software and associated reporting metrics.

Primary Accountabilities (Essential Duties)
  • Define and implement processes to expedite cross-business service and support for end user client populations.
  • Provide guidance and support for adoption of robust desktop service platform.
  • Define and implement knowledge base capabilities for customer self-service.
  • Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Respond to requests for technical assistance via phone, chat, or email.
  • Coordinate and perform new user provisioning including system, connectivity, and application access.
  • Functions as a primary point of contact, as part of the client solutions group, for end user problems and logs all customer interactions into ticketing system.
  • Support processes and activities related to Information Technology General Controls (ITGC)
  • Participates in continuous process and technology improvement initiatives.
  • Analyze complex computer systems, identify problems, and develop and implement logical.
    • Conclusions and effective solutions.
  • Possesses advanced knowledge of desktop operating systems, networks, and client-server applications.
  • Write and curate knowledge base entries for supported systems and services.
  • Support Manufacturing warehouse technologies and software.
In addition to the accountabilities listed above, individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.

Supervisory Responsibilities: None

Position Qualifications: To perform this job successfully, an individual must be able to perform each primary accountability satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability necessary to be wildly successful. Additionally, the physical demands and the work environment typically encountered are listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Education / Experience (an equivalent combination of education and experience required to successfully complete the primary accountabilities is indicated below)

Degree: Associates/Bachelor's degree, or equivalent relevant IT experience.

Major: Computer Science, Information Systems, Information Technology, or Related Field

Years of Experience: 4+ Years Area: Information Technology

Competencies / Technical Skills

Core Competencies: Good people skills including voice-to-voice or face-to-face interaction, well rounded ability to support or work with users who may be distressed by their current technical challenges, Fostering Teamwork; Managing Performance; Building Collaborative Relationships; Customer focused; Results driven; Personal Credibility

Organizational Competencies: Continuous Improvement, Superior customer service, Continuous learning, Active listening & understanding, Attention to detail, Steadfast ethics & integrity, All-in teamwork, Open & inclusive decision making, Creative problem solving, Humble & authentic, Growth mindset, and Broad perspective.

Technical Skills
  • Windows platform OS
  • ITSM best practice implementation
  • Active directory
  • Desktop management tools such as LanDesk, InTune, and others
  • Zebra Printer Support
  • Advanced troubleshooting
  • Problem solving
  • Device Provisioning
Licenses / Certifications
  • MS Office 365 Modern Desktop Administrator
  • Apple Certification desired
  • CompTIA A+ certification, MCP certification preferred
Physical Requirements (Approximate time spent to be included in physical demands such as walking, or bending, specific lifting requirements (lbs.) and/or other requirements such as vision or hearing.

Sits, stands, walks, bends, handles up to 50 lbs.

Work Conditions

Environment: Office Travel:

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