IT Support Specialist

6 days ago


Doral, Florida, United States Harvest Sherwood Food Distributors Full time
Job Title: IT Site Support Engineer

This position will report to the Senior IT Operations Manager and directly support the needs of our customers, both internally and externally.

Key Responsibilities:
  • Answers phone support line for IT Service Desk for initial first call resolution of incidents/requests with focus around desktop/OS/HW/mobile issues
  • Will travel to facilities and assist with projects such as refreshing new PCs or replacing switches on a routine basis
  • Works daily with a service desk solution involving ticketing/incident management software and resolving issues within set SLO/SLA timeframes
  • Provides hands-on desktop support of all hardware/software located in office
  • Provides desktop/application phone support for all users located in multiple states
  • Leverages Microsoft Intune to deploy new applications to all users in phased manner reducing impact of issues to users
  • Manage patching to all devices in the company
  • Approaches customers with positive attitude regardless of issue on repeated issues with customer
  • Able to document in detail a process from start to finish so that it could be transitioned to other team members and repeated successfully by others
  • Diagnoses and resolves end-user network/local printer problems, PC hardware problems, e-mail, Internet, client VPN and other network connectivity problems
  • Coordinates timely repair of IT equipment covered by 3rd party vendor maintenance agreements
  • Performs minor desktop hardware repair for computer equipment and peripherals not covered by 3rd party vendor maintenance agreements
  • Complies with change control process when implementing hardware/software changes
  • Responsible for creating SOPs to continuously knowledge transfer with team with focus around application support issues
  • Responsible for documenting all incidents/tickets daily and emailing customers updates daily.
  • Responsible for updating Kanban/Agile board daily/real-time
  • Ability to support very legacy, older applications until applications are refreshed
  • Other duties as assigned
Qualifications and Experience:

To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Can create OS images and deploy with applications to 1000+ devices plus within hours of a critical patch release from a vendor.

Hands-on experience with Windows 10 in an enterprise environment and supporting legacy and new applications

Demonstrates exceptional hands-on and phone customer service skills allowing for a positive customer service experience with end-users/customers involving each IT Service Desk request/incident handled

Advanced troubleshooting skills of PC issues including Windows 10, Microsoft Office 365 (including Outlook, Teams, etc)

Advanced troubleshooting of desktop/laptop network connectivity issues and applications

Supported remote access/VPN access; Windows Virtual Desktop a Plus

Fluent verbal and written English communication skills required; Spanish a plus

Ability to communicate effectively, both verbally and written with staff/end users of all levels

Exceptional interpersonal skills, customer service with a focus on listening and questioning skills. SMB networking devices (firewalls/switches/routers/wireless access point) experience a strong plus

On-call availability required



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