Senior IT Support Specialist

4 weeks ago

Wilmington, Delaware, United States JobRialto Full time
Job Summary:

As a Senior IT Region/Site Support Analyst, you will be responsible for providing exceptional customer service and technical support to end-users across various manufacturing applications. Your expertise will be crucial in ensuring seamless customer experiences, resolving complex technical issues, and implementing manufacturing IT infrastructure.

Key Responsibilities:

  • Engage with customers through various communication channels to answer questions, resolve problems, and provide technical support.
  • Provide end-user support for the installation and configuration of manufacturing applications.
  • Design, build, and implement manufacturing IT infrastructure, including network and application support.
  • Install, configure, and maintain standard, specialized, and customized applications and computers/workstations.
  • Support and maintain network telecommunication equipment, including routers, switches, wireless access points, and VoIP telephones.
  • Collaborate with vendors to manage and implement business-specific applications within the environment.
  • Coordinate the resolution of end-user problems, providing the appropriate level of support and escalating issues as needed.
  • Define and document support processes to ensure consistency and efficiency.
  • Communicate effectively with stakeholders to set expectations and ensure timely resolution of issues.
  • Participate in collaborative work and service restoration teams to ensure standards are followed and service is restored quickly and correctly.
  • Perform root cause analysis to prevent repeat issues and drive continuous improvement by recommending procedures and controls for problem prevention.

Requirements:

  • Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or comparable experience.
  • Minimum of three (3) years of IT support experience.
  • Well-versed in computer hardware and accessories.
  • Well-versed in Microsoft operating systems, including Windows 7 and Windows 10.
  • Well-versed in Microsoft Office software, including Office 2010, 2013, and Office 365.
  • Familiarity with Audio/Video conferencing through Microsoft TEAMS.
  • Effective communication skills, both oral and written.
  • Ability to quickly adapt and learn applications in use in the environment.
  • Ability to perform high-level troubleshooting and problem-solving.
  • Ability to effectively document resolutions.
  • Able to interact with executive-level end-users.
  • Basic understanding of network installation and support.
  • Ability to multi-task and work collaboratively.

Desirable Experience/Attributes:

  • Familiarity with ServiceNow.
  • Ability to work well and collaboratively with others.
  • Familiarity with supporting mobile devices (iPhone, iPad, Android, tablets, etc.).
  • Basic understanding of printers (local and network) and printing methods (Server & DirectIP Printing).

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