IT Help Desk Specialist

2 weeks ago

Andrews, United States SafeRack Full time

SafeRack designs and manufactures advanced products that increase safety and boost productivity around the globe. We innovate new products and processes for our customers that drive safer, smarter, and more effective solutions. Our company continues to grow so we're looking for a talented individual to join our Engineering Team as an IT Help Desk Specialist at our Andrews, SC office. The position is responsible for first level problem determination, ticket recording, problem resolution, documenting & updating standard processes and problem escalation from Information Technology end-users. This position is not eligible for immigration sponsorship. Outside recruiters do not contact. Perks for our employees: Flexible Schedule 401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Life insurance Paid time off Relocation assistance Tuition reimbursement Vision insurance Our culture is best in class too At SafeRack, we understand that an industry leading company is not built by one person. It takes an entire team united for a bigger purpose. This is why we believe in a company culture that values your effort and provides you with the resources you need to provide high-quality service. Your experience and expertise are highly valued, your contributions are recognized, and your professional goals are supported. Responsibilities: Resolve computer support problems reported. Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases. Courteously obtain and convey concise problem information for additional support from external and internal service personnel. Provide accurate and timely logging of problems and resolution for problems in the IT ticketing system. Solve problems on Windows, Mac and iOS platforms with equal proficiency. Training and Quality Improvement Maintain in-depth knowledge of supported products and services. Identify Help Desk training that will enhance and improve computing support delivered to customer. Perform coaching and mentoring on use of technology products Help Desk documentation, records and procedures Review and update Help Desk documentation as assigned. Review and recommend modifications to procedures Gather and input data for regular reports distributed by Help Desk. Requirements Demonstrated ability to effectively communicate by phone or in person. Shows initiative and acts independently to resolve problems. Demonstrated ability to manage multiple priorities and follow through on projects to completion. A+ or Net+ Certification preferred or demonstrated progress toward the certification. Schedule: Monday-Friday typically 8 hours per day IT Support Specialist, Help Desk Support Specialist, Field Service Tech, Data Support Specialist, IT Support Analyst, Help Desk Tech, Computer Tech, Technical Support

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