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Technical Support Specialist

2 months ago

Chalmette, Louisiana, United States American Sugar Refining, Inc. Full time

POSITION SUMMARY

The Technical Support Specialist will be responsible for providing exceptional IT support to users in various locations, ensuring seamless operations and high levels of customer satisfaction. This role involves delivering advanced technical assistance both on-site and remotely, managing support requests efficiently, and maintaining an organized inventory of hardware assets.

KEY RESPONSIBILITIES

  • Deliver outstanding customer service to all users.
  • Resolve support tickets promptly and effectively.
  • Manage and update the asset inventory within the designated system.
  • Ensure compliance with organizational standards and documentation practices.
  • Assist in project-related tasks as assigned.
  • Provide advanced technical support for both local and remote clients.
  • Support the configuration, deployment, and troubleshooting of Windows laptops and desktops, including handling end-of-life replacements and virus removals.
  • Manage enterprise mobile devices, including smartphones and tablets.
  • Oversee hardware inventory management in the assigned region.
  • Collaborate with external contractors and internal teams to maintain and repair IT assets.
  • Work with the infrastructure team to address network device maintenance and connectivity issues.
  • Participate in annual equipment refresh initiatives.

EXPERIENCE REQUIREMENTS

  • 3-5 years of experience in supporting a diverse range of users.
  • Comprehensive knowledge of Windows 10, Microsoft Office, and networking principles; familiarity with MAC OS and iOS is a plus.
  • Strong understanding of Windows Active Directory and its interaction with desktop environments.
  • Experience with enterprise-level Help Desk management tools.
  • Proficient in unattended build processes and imaging tools.
  • Experience in addressing operating system security vulnerabilities and implementing patches.
  • Familiarity with remote client management software.
  • Knowledge of encryption and antivirus solutions.
  • Understanding of Wi-Fi security protocols.

EDUCATIONAL BACKGROUND

  • A degree in Computer Science or a related field is preferred but not mandatory.
  • MCSA certification or equivalent experience in a Windows environment.
  • Network+ certification or experience in supporting enterprise network infrastructure.

ESSENTIAL SKILLS AND ATTRIBUTES

  • Exceptional customer service abilities.
  • Attention to detail and strong organizational skills.
  • Capability to troubleshoot and resolve complex technical issues.
  • Judgment and discretion in applying policies and procedures.
  • Strong analytical skills with the ability to prioritize tasks effectively.
  • Excellent written and verbal communication skills.
  • Ability to build and maintain effective working relationships.
  • Competence in optimizing server and workstation performance.
  • Willingness to travel as required.
  • Authorization to work in the United States is necessary.

CORE COMPETENCIES

  • Analytical Thinking – Ability to identify trends and draw logical conclusions.
  • Effective Communication – Clearly convey ideas tailored to the audience.
  • Customer Focus – Proactively address customer needs and concerns.
  • Trust Building – Foster confidence through integrity and transparency.
  • Problem-Solving – Systematically diagnose and resolve issues.
  • Results Orientation – Drive actions to achieve desired outcomes.
  • Team Collaboration – Promote a cooperative and supportive work environment.