System Support Specialist

This role is a 6+ month contract. It is expected that this person will convert to full time after the initial 6 months, but is dependent on company growth which the hiring manager expects to continue.

Primary Purpose: Provide a high-level front-line technical support to team members with an exceptional customer service focus, assisting in resolving or escalating concerns related to networks, hardware, software, etc.

Principal Duties and Accountabilities:

• Provide customer solution consulting to team members in all regions through a variety of communication channels (email, phone, chat, face-to-face).
• Troubleshoot, diagnose, and resolve help desk tickets in a team-orientated environment, collaborating with the IT team and escalating as appropriate.
• Provide solutions proactively to IT leadership in concert with ticket escalation.
• Complete documentation in the helpdesk ticketing system on all work performed.
• Develop & maintain expert level knowledge of company systems and processes.
• Support process compliance.
• Install and configure software or hardware updates or patches.
• Evaluate and resolve network connectivity or communications systems issues.
• Ensure systems and workstations are compliant with organizational policies and security standards. Set up and deploy new user workstations or accounts.
• Assist with asset tracking as well as inventory procurement and management.
• Work safely and effectively in an active production environment while minimizing disruption to operations and adhering to all facility safety policies and procedures.

Training:

• Advanced knowledge of Microsoft Windows (latest version), training/certification preferred.
• Intermediate knowledge of MS Office365, iOS and Android OS are required.
• Working knowledge of IT infrastructure.

Knowledge, skills, and abilities:

• Knowledge of:
• o Network based applications such as: Exchange, AD, application license managers, etc.o Hardware (printers, copiers and plotters, PC hardware, iPads, cell phones)o Applications (MS Office, Edge, Chrome, Bluebeam, Autodesk, Trimble, Procore)o Components in LAN/WAN networks.
• Skills:
• o Professionalism, Customer service, Documentation, Troubleshooting, Communication, Intrapersonal, Collaboration, Organizational.
• Abilities
• o Communicate at a high level with the IT team members and customers.o Manage customer expectations.o Prioritize and manage multiple tickets and maintain calm under pressure.o Take full responsibility for ensuring the correct and timely resolution of tickets.o Present information and respond to questions from groups of managers and customers.o Develop and foster effective relationships.o Communicate and collaborate effectively, verbal and written.o Operates with a keen sense of detail with urgency – results driven.o Desire for continuing education to foster individual skills development.o Responsible for end user training on standard issue equipment and common applications.o Work on our production floor or at jobsites, always with safety as the priority.o Explain complex technical issues in language suitable for all team members regardless of computer/technical experience. o Work as a team to manage inventory at multiple locations: record and track purchases, unpack and shelve new stock, maintain database.

Pay: $40.00 per hour

Expected hours: 40.0 per week

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person