IT Support Specialist

2 weeks ago

Cheyenne, Wyoming, United States Upstone Materials Inc. Full time

Position Overview:

The IT Support Specialist provides both remote and on-site technical assistance to team members, ensuring smooth operations across the organization. As an integral part of the frontline IT support team, this role is responsible for the provisioning, installation, configuration, and ongoing maintenance of end-user hardware, software, and business applications. This position is vital in maintaining system efficiency and delivering exceptional customer service to internal users, ensuring seamless operations and user satisfaction.

Key Responsibilities:

  • Safety Commitment: Actively support all safety initiatives and adhere to defined accountabilities established by the Safety Steering and Continuous Improvement teams.
  • Core Values: Promote and practice the company's core values, vision, and mission; follow the code of ethics, workplace conduct, safety, and other established policies.
  • Advanced Technical Support: Provide Level 2 technical support to end-users, addressing escalated issues that cannot be resolved at the Level 1 support level. Troubleshoot hardware and software issues with workstations, mobile devices, software, network equipment, and business systems via various communication methods.
  • Incident Management: Manage and prioritize incoming incidents or service requests, ensuring timely resolution and effective communication with end-users. Ensure incidents and requests are handled in accordance with Service Level Agreements (SLAs).
  • User Training: Offer training and guidance to end-users on the effective use of hardware and software systems.
  • Inventory Oversight: Manage IT inventory, including tracking, monitoring, and replenishing hardware and software assets.
  • Software Configuration: Install and configure software applications on computers, ensuring compatibility and troubleshooting any installation issues.
  • Hardware Setup: Install and configure hardware components such as computers, printers, IP phones, and other networking devices.
  • Documentation Maintenance: Keep accurate records and documentation of IT assets, network configurations, troubleshooting procedures, and user manuals.
  • Project Assistance: Support special IT projects such as system upgrades, network expansions, or software deployments as assigned.
  • Continuous Learning: Stay current with emerging technologies and software applications, continuously enhancing user support capabilities.
  • Collaborative Communication: Work closely with other departments to facilitate smooth communication and deliver consistent support throughout the organization.
  • Testing and Debugging: Engage in the testing, debugging, configuration, and documentation of software to ensure optimal performance and reliability.

Qualifications:

  • Associate's degree or equivalent experience in Information Systems, Computer Science, or a related field; Bachelor's degree preferred.
  • Relevant industry certifications, such as A+, Network+, Security+, etc., preferred.
  • Valid driver's license and ability to maintain an acceptable driving record required.

Skills:

  • 4+ years of experience in a technical support role.
  • Exceptional customer service skills with the ability to communicate complex technical concepts clearly to individuals at all levels of the organization.
  • Strong problem-solving skills, attention to detail, and the ability to organize and prioritize work efficiently.
  • In-depth knowledge of Windows 10/11 and Microsoft 365 (Outlook, Word, Excel, Teams, etc.).
  • Demonstrated working knowledge of computer hardware, mobile devices, networking equipment, and peripherals.
  • Ability to quickly learn and adapt to new technologies and software applications.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • A proactive mindset focused on identifying opportunities to improve processes and enhance user experiences.

Physical Requirements:

  • Regularly required to use hands to manipulate objects such as paperwork and office tools/equipment.
  • Frequently required to sit or stand for long periods while working on a computer or related equipment.
  • Occasionally required to lift and/or move up to 50 pounds with or without assistance.
  • Required to wear and maintain personal protective equipment (PPE) and follow safety guidelines when necessary.

Benefits:

  • Choice of multiple Medical Plan Options.
  • Prescription Drug Coverage.
  • Dental and Vision Plans.
  • Flexible Spending Account or Health Savings Options.
  • Access to Telemedicine and Healthcare Advocacy Services.
  • Employee Assistance Program.
  • Life and AD&D Insurance.
  • Disability Insurance.
  • Paid Time Off and Paid Holidays.
  • 401(k) Savings Plan with Company Match.

This description is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to perform the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.

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