Information Technology Support Specialist

3 weeks ago

Jonesboro, United States Camfil APC Full time

CAMFIL A GLOBAL LEADER IN AIR FILTERS AND CLEAN AIR SOLUTIONS

For more than half a century, Camfil has been helping people breathe cleaner air. As a leading manufacturer of premium clean air solutions, we provide commercial and industrial systems for air filtration and air pollution control that improve worker and equipment productivity, minimize energy use, and benefit human health and the environment.

The Camfil Group is headquartered in Stockholm, Sweden, and has 30 manufacturing sites, six R&D centers, local sales offices in 30 countries, and nearly 6,000 employees and growing. We proudly serve and support customers in a wide variety of industries and in communities across the world. To discover how Camfil can help you to protect people, processes and the environment, visit us at www.camfil.com.

Camfil is seeking a motivated and hard-working candidate to fill a full-time IT Support Specialist position in Jonesboro, AR. The IT Support Specialist serves as a primary point of contact to perform the initial triage and resolution of incidents reported to the Service Desk. This role is to ensure proper computer operation so that end users can accomplish daily business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary.

Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This position will also be exposed to more advanced systems and projects outside the normal end user computers. The candidate must be prepared to work in a fast-paced demanding environment.

RESPONSIBILITIES:

Interact with colleagues via telephone, e-mail, and MS Teams to provide and process information in response to inquiries, concerns, and requests about IT products and services

Gather information and determine the issue by evaluating and analyzing the symptoms

Identify and escalate priority issues per client specifications, redirecting to appropriate resources

when necessary

Process and record all tickets initiated by phone or by our ticketing software

Able to think outside the box when evaluating all issues and projects

Evaluate documented resolutions and analyze trends for ways to prevent future problems

Alert management to emerging trends in incidents.

Assist in software releases and roll-outs and communication to the end users.

Triage based on importance of incident

Identify and learn appropriate software and hardware used and supported by the organization

Perform hands-on fixes at the desktop level, including installing and upgrading software,

installing hardware, and configuring systems and applications

Perform preventative maintenance, including checking and cleaning of workstations, printers, and

peripherals

To maintain a high degree of customer service for all support queries and adhere to all service

management principles

Create help documents for end users

Work in a timely manner

Other duties as needed

KNOWLEDGE & SKILLS:

Proven experience with troubleshooting Microsoft Windows and Microsoft desktop products

Knowledge of computer hardware, including CPUs, RAM, Hard Drives, etc.

Experience with Microsoft Windows Server operating systems

Exceptional written and oral communication skills

Exception interpersonal skills, with a focus on rapport-building

Strong documentation skills

Understanding of TCP/IP based networking

Experience with advanced systems and software such as Active Directory, AS400, SolidWorks,

Microsoft Dynamics, Exchange, SQL, SharePoint, VMware, or Veeam is a plus

Work well with minimal supervision showing clear direction and initiative

Ability to conduct research into a wide range of computing issues

Ability to absorb and retain information quickly

Ability to present ideas in user-friendly, business-friendly and technical language

Highly self-motivated and directed

Keen attention to detail

Proven analytical and problem-solving abilities

Ability to effectively prioritize and execute tasks in a high-pressure environment

Exceptional customer service orientation

Experience working in a team-oriented, collaborative environment

EDUCATION & WORK EXPERIENCE:

Bachelors degree in the field relating to Information Systems or Information Technology preferred

Degree may be substituted by proven work experience in the IT field (2-3 years of experience required)

Certifications such as A+, Network+, etc. are a plus

WORK ENVIRONMENT: While performing the duties of this job, the employee is exposed to office, warehouse, and plant environments. The work environment will require the use of personal protective equipment (PPE) in certain areas. Must be able to access and navigate each department at the organizations facilities.

EEO STATEMENT: We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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