IT Support Specialist

2 weeks ago


Lansing, Illinois, United States Temperature Equipment Corporation Full time
Job Overview

IT Support Technician

Temperature Equipment Corporation (TEC), a leading entity within the WATSCO (WSO) network, has established a reputation for excellence in technical service, product availability, and fostering customer loyalty for nearly nine decades. As the largest distributor of HVAC/R equipment in the Midwest, TEC is committed to providing competitive compensation packages and comprehensive benefits, including health, dental, life, and AD&D insurance, paid holidays, vacation, and a 401(k) plan with company matching.

Position Summary

The IT Support Technician will play a crucial role in assisting the local IT support team with daily operations. This position encompasses a variety of responsibilities within the IT department, including but not limited to hardware and software support, printer and projector assistance, and other related IT tasks. The role may also involve limited network and server support in collaboration with the IT System Administrator and other IT personnel as required.

Key Responsibilities
  • Respond to inbound calls and address customer inquiries promptly and professionally.
  • Deliver technical support to employees through in-person, remote, phone, and email channels.
  • Manage the routing of incidents and requests via the Help Desk portal to relevant IT team members.
  • Update and maintain technical documentation in the Knowledge Base, SharePoint, and OneNote for both internal and external use.
  • Provide user support and guidance in a friendly and professional manner.
  • Process Help Desk incidents and requests efficiently, ensuring complete and respectful communication.
  • Proactively seek assistance from supervisors for questions or escalations.
  • Offer suggestions to the IT Director for enhancing operational efficiency and improving customer service skills.
  • Troubleshoot and resolve user-reported issues, documenting the process and outcomes.
  • Keep users informed about the status of their requests and recommend solutions to prevent repeated inquiries.
  • Manage user accounts in Active Directory and Exchange, including password resets and new account creation.
  • Assist with the setup and deployment of new hardware and software, including printers, PCs, laptops, phones, and projectors.
  • Maintain PC systems and perform quality checks and follow-ups.
  • Differentiate between hardware and software issues to aid in problem resolution.
  • Communicate technical information clearly to management, support staff, and users.
  • Adapt to a rapidly changing technical landscape and user community needs.
  • Stay informed about corporate-approved software and technological advancements.
Qualifications
  • Strong customer service skills with excellent verbal and written communication abilities.
  • Familiarity with general hardware and software systems, including email and Microsoft products.
  • Proficient in various Windows operating systems and Microsoft Office applications.
  • Knowledge of Citrix, Microsoft Exchange, and Active Directory environments is advantageous.
  • Ability to remain composed in high-pressure situations.
  • Physical capability to climb ladders and lift up to 30 pounds repeatedly.
  • Desire for ongoing education through training and certification opportunities.
  • Proficient with current hardware and software technologies.
  • Ability to handle sensitive data with discretion and confidentiality.
Education and Experience

Associate's degree and/or one year of relevant experience.

Work Environment

This is a full-time onsite position with potential travel to other TEC locations as necessary. Flexibility for weekend and evening availability is required.

Compensation

Starting rate of $22 per hour, based on experience.

About Temperature Equipment Corporation

Integrity. Service. Value.

For over 80 years, TEC has been committed to providing exceptional service and support in the HVAC/R industry. Our focus on maintaining personal connections with our clients is what sets us apart as a trusted partner.

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