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Technical Support Specialist
2 months ago
This candidate is a self-starter who can work with minimal supervision providing advanced level IT support. Responsible for maintenance of site servers, site network equipment, site telephony, desktop hardware and peripherals. Responsible for installation and support of desktop hardware and desktop software. Handles escalated issues and conducts advanced troubleshooting to effectively resolve problems; while at the same time handling initial calls as work volume demands.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Will include the following, but other duties may be assigned:
• Setup and maintain site network file structures, access rights, network security, network users, network printing and desktop user environments.
• Setup and maintain site network servers by applying patches, logging changes and monitoring error logs.
• Troubleshoot and repair problems with the site network, server, and telephony infrastructure and systems.
• Assist with maintaining computer room, site network cabling and department documentation.
• Responsible for network and server uptime. Non-business hour time may be required to repair and troubleshoot problems in order to provide efficient, quality service.
• Monitor site-based server hardware uptime, virus protection and site-based software updates.
• Maintain site specific desktop application setup standards and streamline processes to eliminate future problems.
• Troubleshoot and resolve problems encountered in the use of site systems and desktop applications.
• Setup, install and maintain desktop and laptop hardware/software and peripherals.
• Provide second level contact for all support issues for end-user technical support maximizing the end user’s experience, and when needed, provide first level support.
• Prepare cost requests and procure equipment to meet business needs.
• Maintain site hardware/software inventories and assist with the audit of site hardware and software.
• Implementations and support of backup and disaster recovery solutions.
• Escalate issues and concerns to the GTS Team Lead or Global Infrastructure Manager, as appropriate.
• Identify and escalate production-critical issues to appropriate IT groups.
• Ensure all technical support related activities comply with the global Harsco compliance standards and procedures.
• Provides non-supervisory operating guidance and assistance to Tier I staff members.
• Document all support calls for systems performance and metrics reporting.
• Work within global IT Department on various projects and complete projects in a timely manner.
• Ability to work on multiple priorities and/or projects simultaneously.
• Dependability, regular attendance, and the ability to work extended hours are required.
• Ability to lift a minimum of 40 lbs.
• Perform other reasonably-related tasks as assigned by management.
Qualifications
Basic Qualifications:
• Associate Degree required (or technical certifications) or a minimum two years of related experience.
• Advanced proficiency with Microsoft operating systems and environments required
Preferred Qualifications:
• 5 plus years of professional experience in two or more IT areas.
• 2 plus years of experience in a second level technical role.
• Experience with SharePoint and Office 365 preferred
• Must have a customer-focus, service orientation and professional and courteous manner.
• Knowledge of commonly used concepts, practices, systems, software, hardware, telecommunications and procedures within IT.
• Proficient in the implementation/maintenance of network/file servers and desktop support.
• Knowledge to upgrade and assess/troubleshoot server and desktop operating systems and desktop application issues.
• Resourceful and innovative in the repair and troubleshooting of systems.
• Demonstrable leadership skills.
• Must display a helpful demeanor, attention to detail, customer service orientation, and demonstrate the ability to be a contributing team member in a fast-paced, constantly changing environment.
• Oral and written communication skills to effectively interact with end-users and management to communicate in clear, understandable and concise terms.
Additional Information
“We offer competitive benefits, including health insurance, life insurance and disability plans, as well as a 401k with company matching.
Harsco is an Equal Opportunity Employer. All information will be kept confidential according to EEO guidelines.
Disclaimer:
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.”
