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Level 1 Technical Support Specialist

4 months ago

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Tacony Corporation is on the lookout to find their next Level 1 Technical Support Specialist. If you are an IT whiz and passionate about providing technical support to end users, then look no further, because this role is for you Being a family centric business for over 75 years, we aren’t just looking for anybody, we are dedicated to finding someone who enjoys what they do, enjoys the people they work with and for, and wants to be part of a growth oriented, people first, purposeful organization that is dedicated to the customer and its mission and vision.

What began in Nick Tacony’s basement as a post-war, start-up company 75 years ago has since grown into an internationally recognized global products company with multiple offices, 300+ employees, and, successful sales in over 100 countries. Now operating under experienced 3rd generation family leadership, the Tacony Corporation (“Tacony”) is ready to write its next chapter as a distributor, manufacturer, wholesaler, and, marketer of diverse and innovative products in the sewing, home floor care, and, commercial cleaning marketplace. For more information on Tacony and its range of retail and commercial product offerings, visit www.tacony.com.

The Level 1 Technical Support Specialist is responsible for providing hardware, application and technical support to the organization’s end users. This individual provides support to internal users, administrating assistance in troubleshooting user desktop issues and deploying hardware/software upgrades adhering to company defined security policies and following documented procedures. This role will also work with the Level 2 & 3 support engineers to receive day-to-day direction.

Duties and Responsibilities

  • Facilitate requests for technical assistance in relation to hardware and/or software issues
  • Provide onboarding for new employees to include new account setup and introductory training to access company resources and applications
  • Keep inventory of all equipment, software and license users
  • Provide support for RingCentral phone system hardware and software
  • Manage new employee set up in every necessary communication channel (i.e. Active Directory, Office 365, RingCentral, Epicor and any additional programs)
  • Troubleshoot, support and maintain warehouse equipment (mobile printers, rf scanners, manifest equipment, etc) at all facilities
  • Manage issues to resolution
  • Utilize tech support ticket system to create, follow up on and drive tickets to resolution
  • Maintain and support user accounts including rights, permissions, and groups
  • Act as a point of contact when projects require the involvement of an outside company for upgrades and/or repairs
  • Maintain and support branch and remote employee computers, network equipment, and common applications as needed
  • Provide technical support for annual sales events as needed
  • Responsible for organization and secure disposal of all physical IT related equipment
  • Provide after hours support in the on call rotation as needed
Qualifications
  • 1 year of experience working in an Information Technology role.
  • Vocational School Training or Associates/Bachelors degree in IT related major preferred (i.e. Information Systems). CompTIA A+/Network+ industry certifications strongly desired
  • Experience with set-up and troubleshooting of end user technologies (i.e. Desktops, Laptops, printers, other peripherals); basic network troubleshooting (connectivity, ping); and Windows 10 Operating System set-up & troubleshooting
  • Conceptual knowledge with end-user account maintenance in various systems such as Active Directory, teleconferencing (i.e. Zoom, RingCentral), Office 365, ERP systems (Epicor 10 experience is highly desired, but not required)
  • Ability to handle multiple tasks and prioritize effectively
Working Conditions & Physical Requirements
  • Exposed to a normal office environment
  • Sits, uses a computer screen, keyboard and phone for most of the day
  • Able to lift up to 40 lbs. without assistance
  • Occasionally work in confined spaces such as below a desk
  • Occasional travel as needed
Direct reports
  • No Direct Reports