Senior IT Support Specialist

7 hours ago

Wilmington, Delaware, United States JobRialto Full time
Job Summary

We are seeking a highly skilled IT Support Specialist to join our team at JobRialto. As a key member of our IT department, you will be responsible for providing exceptional support to our customers through various channels, including phone, email, chat, and in-person interactions.

Key Responsibilities
  • Customer Engagement: Serve as the first point of contact for customers, addressing inquiries, resolving issues, and enhancing the overall customer experience.
  • End-User Support: Assist with the installation, configuration, support, and maintenance of specialized and customized applications across various business functions.
  • System Integration: Design, build, and implement manufacturing IT systems, ensuring effective integration and functionality.
  • Technical Support: Provide installation, configuration, and maintenance for computers and workstations tailored to specific business needs.
  • Network Administration: Support and maintain network telecommunications equipment, including routers, switches, wireless access points, and VoIP systems.
  • Vendor Collaboration: Work closely with vendors to manage and implement business-specific applications effectively.
  • Issue Resolution: Coordinate the resolution of end-user problems, ensuring appropriate support levels and timely escalation of issues as needed.
  • Stakeholder Communication: Maintain clear communication with stakeholders regarding problem resolution expectations, participating in collaborative service restoration teams to ensure standards are upheld.
  • Continuous Improvement: Perform root cause analysis to identify and prevent recurring issues. Recommend and implement improvements for problem prevention, providing valuable feedback to the Solutions Delivery Team.
Requirements
  • Technical Proficiency: Provide end-user support and troubleshooting for Windows 7 and Windows 10 deployments, as well as for printers, scanners, and label printers.
  • Software Expertise: Proficient in Microsoft Office 2016, Office 365, and SharePoint, managing requests and incidents in a service desk portal.
  • Network Administration: Familiar with wired and wireless network architecture, capable of troubleshooting LAN issues, maintaining switch cabling, and providing IP phone support.
  • Applications Experience: Experience with server and desktop integrated applications.
  • Qualifications: Associate or bachelor's degree in information technology, Computer Science, or a related field, or equivalent experience.
  • Professional Experience: At least three years of IT support experience, with a strong understanding of computer hardware and accessories.
  • Microsoft Expertise: Proficient with Microsoft operating systems (Windows 7 & 10) and Microsoft Office software (Office 2010, 2013, Office 365).
  • Communication Skills: Strong oral and written communication abilities, capable of interacting effectively with executive-level end users.
  • Problem Solving: Ability to quickly adapt and learn new applications, perform high-level troubleshooting, and document resolutions effectively.
Desirable Experience/Attributes
  • Industry Knowledge: Previous experience with DuPont or Dow Information Technology organizations is a plus.
  • ServiceNow Familiarity: Experience with the ServiceNow platform.
  • Collaborative Team Player: Ability to work well with others in a collaborative environment.
  • Mobile Device Support: Familiarity with supporting mobile devices (iPhone, iPad, Android, tablets).
  • Printer Knowledge: Basic understanding of local and network printers and printing methods (Server & DirectIP Printing).

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