Advanced IT Support Specialist
2 weeks ago
Position Overview
Core Responsibilities:
The role of the IT Support Specialist is to deliver high-level assistance to end-users within the organization’s computing framework. This encompasses the installation, diagnosis, repair, maintenance, and enhancement of all computer hardware and equipment to guarantee peak workstation functionality. The individual will also address issues (in person, via phone, email, or service portal) in accordance with established service level agreements and provide user training and support as necessary.
Key Job Functions:
- Acquire knowledge of relevant software and hardware utilized and supported by the organization.
- Document, track, and manage the service desk request resolution process, detailing all successful and unsuccessful decisions and actions taken until final resolution in line with service level agreements.
- Assess and prioritize issues. Escalate concerns to the appropriate engineer or vendor when necessary.
- Maintain clear communication with end-users throughout the ticket resolution process.
- Stay informed about the IT landscape, including changes and updates.
- Resolve complex issues that require in-depth knowledge of systems and applications.
- Handle network performance issues affecting clients, which may involve working with firewalls, switches, modems, and other devices.
- Identify challenges and propose operational enhancements.
- Conduct advanced troubleshooting and configuration of printers, computers, mobile devices, manufacturing-related IT equipment, IP phones, and other associated devices.
- Manage multiple concurrent projects efficiently.
- Provide mentorship and support to junior staff to enhance their technical expertise and customer service abilities.
- Collaborate with the network infrastructure team to ensure optimal operation of the company’s environment.
- Participate in ongoing training and pursue relevant certifications.
- Assist in formulating long-term strategies and capacity planning for future desktop hardware requirements.
- Support the IT Infrastructure and Security teams with project implementations.
- Ensure accuracy in documentation and procedural manuals.
- Oversee Active Directory services and supporting server infrastructure.
- Work alongside plant floor personnel and engineers to support manufacturing equipment across various locations.
- Travel to different facilities as scheduled to provide on-site assistance.
- Foster relationships with all facilities to ensure a high level of support is maintained.
- All team members are expected to uphold the highest standards of conduct and adhere to the attendance policy of VT Industries.
Physical Demands
None Occasionally Frequently Continuously
- Bend/stoop or squatting X
- Twisting X
- Climbing X
- Reach above shoulder X
- Crouching X
- Kneeling X
- Balancing X
- Push/pull X
- Grasping X
- Repetitive Movements X
- Walking X
- Light- Up to 10 lbs.
- Medium- 10 to 25 lbs. X
- Heavy- 25 to 50 lbs. X
- Very Heavy- 50+ lbs.
- Sedentary- up to 10 lbs. X
- Light- 10 to 20 lbs.
- Medium lbs.
- Heavy lbs. X
- Very Heavy +100 lbs.
Qualifications:
- Bachelor's Degree in Information Science and Technology or 5+ years of equivalent experience.
- Manufacturing experience is preferred.
- Extensive technical knowledge of network and PC hardware.
- Hands-on experience in hardware troubleshooting.
- Familiarity with current network protocols, operating systems, and standards.
- Ability to utilize tools, components, and peripheral accessories effectively.
- Capable of reading and comprehending technical manuals, procedural documentation, and OEM guides.
- Adept at researching advanced PC issues and products as necessary.
- Strong written and verbal communication skills.
- Ability to articulate ideas in user-friendly language.
- Understanding of the organization’s goals and objectives.
- Self-motivated and directed.
- Ability to prioritize and execute tasks in a high-pressure environment.
- Experience in a collaborative, team-oriented setting.
- Strong customer service orientation.
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