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IT Technical Support Specialist

2 months ago

Lufkin, United States Stella-Jones Full time

Company Overview

Stella-Jones is North America's leading producer of industrial pressure-treated wood products. Responding to the vital infrastructure needs of our economy, we manufacture and distribute railway ties, utility poles, residential lumber and industrial wood products across the continent. To learn more about the company including a locations map, visit us at:

Position Overview

The Technical Support Specialist 2 at Stella-Jones is responsible for providing exceptional Level 2 technical assistance and training to end users across the company, as well as procuring all hardware for the IT department and working on a variety of critical projects. The position reports to our Technical Support Manager and joins a team of eight IT professionals split between our offices in the U.S. and Canada.

This role is office-based in Lufkin, Texas and allows for one remote day per week once a period of training and integration into the team is complete. Some training for this role may take place in Tacoma, Washington and/or at our HQ in Montreal, Canada.

Key Responsibilities:

  • Provides solutions for escalated, complex technical issues, configurations, administration and system performance concerns including networks, VoIP, firewalls, WIFI environments and Microsoft network computers and servers.
  • Maintains assigned equipment, software and technical data in accordance with department policy.
  • Performs all hardware research and purchasing for IT department needs
  • Installs, configures, and maintains personal computers, windows, networks, file servers, network cabling, and other related equipment, devices, and systems; adds or upgrades and configures disk drives, printers, and related equipment.
  • Investigates problems and identifies their source; determines possible solutions; tests and implements solutions.
  • Performs tasks associated with remote diagnostics, problem solving, installation assistance and system modifications.
  • Performs hardware and software application installation and upgrades.
  • Develops and conducts various training and instruction for system users on operating systems and other applications; assists users in maximizing their use of networks and computer systems.
  • Maintains the confidentiality of digital information that may be disclosed during routine support.
  • Participates as a resource for any department that requires technical advice.
  • Provide Helpdesk services that include call handling, logging, tracking and problem resolution that meet and exceed customer expectations.
  • Performs additional Level 1 tasks as needed
  • Participates in mandatory "on-call" support rotation schedule, which requires technical assistance after hours and on weekends, on a rotating schedule.
  • Performs other job-related duties as assigned.
  • Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Potential project involvement in 2024-25 may include:

  • Cisco HCS Cloud phone solution, migration to Teams
  • SCCM Computer Deployment migration to Intune
  • Windows 11 upgrade remaining fleet

Primary Tech Stack:

  • Microsoft 365 with advanced management tools (E5) such as Intune and MDM
  • Microsoft Teams communication for telephony, chat and collaboration
  • Virtual servers hosted with Azure and AWS
  • SAP S4/HANA on RISE

Qualifications:

  • 5+ years of work experience on an IT technical support/help desk team
  • Knowledge of Microsoft OS and configuration with exchange, active directory, and other enterprise applications
  • Ability to read and comprehend written technical information manuals
  • Demonstrated ability of strong customer relationship skills and problem resolution
  • Certifications such as A+, Network +, MCP, and/or MCSA a plus
  • Ability to travel to various company locations in the U.S. and Canada as needed (Note: this is expected to be 5 to 10% of the time.)

Compensation & Employee Benefits:

As a Stella-Jones team member, you will have access to excellent benefits and incentives including:

  • Competitive starting hourly range
  • Annual profit sharing bonus program
  • 401(k) savings plan with generous Company match (150% on the first 4% deferred)
  • Comprehensive total benefits package with 3 medical plans to choose from
  • Several company-paid benefits including:
  • Dental and Vision coverage
  • Life insurance and Accidental Death & Dismemberment (AD&D) policies
  • Long-Term Disability Coverage
  • Access to a robust employee assistance program
  • Career advancement opportunities
  • Ability to purchase Company stock

Equal Opportunity Employer/Veterans/Disabled