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IT Technical Support Specialist
2 months ago
We are seeking a highly skilled Technical Support Specialist to join our team at Stella-Jones, North America's leading producer of industrial pressure-treated wood products. As a Technical Support Specialist, you will be responsible for providing exceptional technical assistance and training to end-users across the company, as well as procuring all hardware for the IT department and working on critical projects.
Key Responsibilities- Technical Support: Provide solutions for escalated, complex technical issues, configurations, administration, and system performance concerns, including networks, VoIP, firewalls, Wi-Fi environments, and Microsoft network computers and servers.
- Equipment Maintenance: Maintain assigned equipment, software, and technical data in accordance with department policy.
- Hardware Procurement: Perform all hardware research and purchasing for IT department needs.
- System Installation and Configuration: Install, configure, and maintain personal computers, Windows, networks, file servers, network cabling, and other related equipment, devices, and systems.
- Problem Investigation and Resolution: Investigate problems and identify their source; determine possible solutions; test and implement solutions.
- Remote Diagnostics and Support: Perform tasks associated with remote diagnostics, problem-solving, installation assistance, and system modifications.
- Training and Instruction: Develop and conduct various training and instruction for system users on operating systems and other applications; assist users in maximizing their use of networks and computer systems.
- Confidentiality and Security: Maintain the confidentiality of digital information that may be disclosed during routine support.
- Technical Advice and Support: Participate as a resource for any department that requires technical advice.
- Helpdesk Services: Provide Helpdesk services that include call handling, logging, tracking, and problem resolution that meet and exceed customer expectations.
- Additional Responsibilities: Perform additional Level 1 tasks as needed and participate in mandatory 'on-call' support rotation schedule, which requires technical assistance after hours and on weekends, on a rotating schedule.
- Microsoft 365: Knowledge of Microsoft OS and configuration with Exchange, Active Directory, and other enterprise applications.
- Virtual Servers: Experience with virtual servers hosted with Azure and AWS.
- SAP S4/HANA: Knowledge of SAP S4/HANA on RISE.
- Other Requirements: 5+ years of work experience on a technical support/help desk team, ability to read and comprehend written technical information manuals, demonstrated ability of strong customer relationship skills and problem resolution, and certifications such as A+, Network+, MCP, and/or MCSA a plus.
- Competitive Compensation: Competitive starting hourly range: $28 to $35/hour.
- Annual Profit Sharing Bonus Program: Annual profit sharing bonus program.
- 401(k) Savings Plan: 401(k) savings plan with generous Company match (150% on the first 4% deferred).
- Comprehensive Total Benefits Package: Comprehensive total benefits package with 3 medical plans to choose from.
- Company-Paid Benefits: Several company-paid benefits including dental and vision coverage, life insurance and Accidental Death & Dismemberment (AD&D) policies, Long-Term Disability Coverage, and access to a robust employee assistance program.
