IT Support Specialist

2 weeks ago

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

We are seeking a highly skilled and detail-oriented IT Site Support Engineer to join our team at Harvest Sherwood Food Distributors. As a key member of our IT department, you will be responsible for providing top-notch technical support to our customers and internal teams.

Key Responsibilities:
  • Provide first-call resolution for IT Service Desk incidents and requests, focusing on desktop/OS/HW/mobile issues.
  • Travel to facilities to assist with projects such as refreshing new PCs or replacing switches on a routine basis.
  • Work daily with a service desk solution involving ticketing/incident management software and resolve issues within set SLO/SLA timeframes.
  • Provide hands-on desktop support of all hardware/software located in the office.
  • Provide desktop/application phone support for all users located in multiple states.
  • Leverage Microsoft Intune to deploy new applications to all users in a phased manner, reducing the impact of issues on users.
  • Manage patching to all devices in the company.
  • Approach customers with a positive attitude, regardless of the issue or repeated issues with the customer.
  • Document processes in detail, from start to finish, so that they can be transitioned to other team members and repeated successfully by others.
  • Diagnose and resolve end-user network/local printer problems, PC hardware problems, email, Internet, client VPN, and other network connectivity problems.
  • Coordinate timely repair of IT equipment covered by 3rd party vendor maintenance agreements.
  • Perform minor desktop hardware repair for computer equipment and peripherals not covered by 3rd party vendor maintenance agreements.
  • Comply with change control process when implementing hardware/software changes.
  • Responsible for creating SOPs to continuously knowledge transfer with the team, focusing on 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.

Harvest-Sherwood is committed to offering competitive benefits to our employees and their dependents, including paid vacation, health insurances, and a 401K plan

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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