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IT Technical Support Specialist I

2 months ago

Morgantown, United States Nuna Inc. Full time

As innovators of premium baby gear with timeless style, Nuna is a Global Brand, growing exponentially in the US Market.

Nuna's corporate office is nestled in scenic Berks County, PA, within a mile of turnpike exit 298. Our quiet location promises the luxuries of a low-stress commute and a 360 view of nature. Like our high-quality baby gear, our health and welfare benefits are superior, boasting an onsite state-of-the-art gym facility coupled with a $0 Copay / $0 Deductible Medical & Prescription Plan Design and a 401(k) with 6% Employer Match.

Currently we are seeking an IT Technical Support Specialist I to join our Information Technology team.

The Technical Support Specialist I will provide best in class, service-oriented Tier I user support to the Company's employees. This entry level position is full time, primarily office based and considered a shared services position, supporting multiple business entities and brands within the US from our PA location.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily.

Essential Duties and Responsibilities:

  • Serve as the first point of contact, and provides Tier I technical hardware and software support to Company's end users via Company's help desk ticketing system, email, phone, or in-person.
  • Documents and tracks each issue in electronic help desk ticketing system.
  • Create and maintain documentation for end user guidance.
  • Identifies and escalates priority issues by redirecting high-level challenges to appropriate resources.
  • Maintains technology inventory and software licensing and works with IT Team's Lead to ensure effective procurement and disposal.
  • Installs and performs minor repairs to desktops, laptops, printers and other peripherals as needed.
  • Performs a variety of maintenance, end-user support and training task to ensure end-user workstation and application meet user requirements.
  • Assist senior IT staff with organization-wide projects.
  • Maintains confidentiality about the information being processed, stored or accessed by the end users on the network.

New Employee Onboarding Requirements:

  • Connects with Hiring Manger on new employee IT requirements
  • Secures all relative hardware requested by hiring manager
  • Assigns new user accounts and email addresses in Active Directory
  • Establishes new employee email to printer assigned to/closet to designated work area.
  • Conducts new employee orientation on behalf of IT to include but not limited to review of IT Policies, Log Ins, Standard Applications, Printers, Scheduling Conference Rooms, Phone & Paging System.

Other:

  • Recommends new and innovative solutions.

This position description is intended to provide a summary of the major duties, tasks and responsibilities of this position and shall not be considered an exhaustive listing of all work requirements.

Requirements and Qualifications:

Experience, Knowledge & Education

  • One (1) to three (3) years experience providing tier I support in a Microsoft 365 corporate environment, Internships desirable
  • Familiarity with peripheral hardware including printers, scanners, headsets, microphones and monitors.
  • Knowledge of general corporate policies and procedures; Standard information security policies and procedures, and Supporting Windows and Apple computers
  • Associate degree in an IT-related discipline.
  • Microsoft certifications especially helpful.

Skills & Competencies

  • Exceptional customer service skills: ability to demonstrate stress tolerance, resilience, and empathy in difficult situation.
  • Highly collaborative with remarkable team building approach; able to build and maintain strong rapport with all internal customers.
  • Demonstrates stability and reliability in independently completing work assignments and carrying out instructions.
  • Attention to detail, as demonstrated by regularly verifying all work thoroughly to ensure accuracy and ability to recall specific facts quality and efficiently.
  • Demonstrates a capacity for growth and an ability to absorb increased responsibility and assignments at a higher level
  • Speaks effectively in individual or group situations; is an effective listener; writes clearly and convincingly; taking responsibility for facilitating information exchange among subordinates, peers and managers.
  • Demonstrates a capacity for growth and an ability to absorb increased responsibility and assignments at a higher level
  • Consistent thirst for expanding knowledge; able to quickly acquire proficiency with new skills and technologies.
  • Flexible, positive attitude with the ability to accept constructive feedback

Other

  • Employees who are in Non-Exempt positions must accurately complete, obtain approval by their manager and timely submit a timecard in the form provided by the Company, as it coincides the Company's bi-weekly payroll schedule.
  • Ability to work extended hours as business needs warrant, may include nights and weekends.
  • Work flexible shifts and be available for rotating on-call duties
  • Lift up to 35 lbs.

Applicants must be currently authorized to work in the United States on a full-time basis.