IT Support Specialist (IT)

Company: HAECO Americas
Location: Greensboro
Posted on: January 24, 2023

Job Description:

HAECO Americas offers a flexible, high-energy work environment with opportunities to innovate, learn and grow - doing work that matters. The sky is the limit on how far your potential could take you at HAECO Americas. Our team is always willing to offer a helping hand and a friendly smile along the way. We also pride ourselves in being a Military Friendly Employer. Our company culture values military service and has created programs specifically designed for veterans.HAECO also offers an array of benefits that have been designed with the health and welfare of our employees in mind. We pride ourselves on giving back to our employees and creating a pleasant environment for all who work here.Benefit Highlights:Health & Wellness--- Medical, Dental, and Vision Coverage--- Short and Long-Term Disability--- Life and AD&D Insurance--- Business Travel Accident Insurance--- Paid Time OffFinancial Rewards--- 401K Savings Plan--- Tuition Reimbursement--- Health Savings AccountDevelopment and Initiatives--- Employee Discounts--- Employee Assistance Program--- Certification Assistance--- Premiums for Certifications and Shift Assignments--- Career Progression ProgramJOB SUMMARY:Provides first-level support for issues related to computers and telephones, including problem determination, escalation, tracking and resolution. Assists local and remote users with resolving computer hardware, computer software, and network/voice communication/connectivity issues for a 24 x 7 production environment. Provide timely reporting of IT Operations work order and inventory status. Perform network administration maintenance tasks in accordance with established procedures.ESSENTIAL JOB DUTIES:1.Ensure that incidents and requests are handled according to agreed procedures and ensure that documentation of the supported components is available and in an appropriate form for those providing support.2.Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services ensuring that such problems are fully documented within relevant system(s). Coordinate the implementation of agreed remedies and preventative measures and analyze patterns and trends.3.Provide oral, written, or hands-on support to all hardware, software and telephone users.4.Utilize working knowledge of MS Office suite, desktop operating systems, problem management systems, end-user network administration (password resets, permissions, restarting services), and basic UNIX/Linux knowledge.5.Responsible for user, account, and service provisioning6.Responsible for installing/deploying software on endpointsResponsible for assigning and escalating new incoming support requests7.Record, track, escalate, update calls, and close tickets thru problem management software.8.Design and create structured documentation that deals with complex information and manage the configuration of documentation items and files, within own area of responsibility.9.Resolve problems using electronic tools, manuals and technical support documentation.10.Quote, submit purchase requests, and receive shipments for IT related items, as needed.11.Provide 24x7 on-call support for any systems that you have been assigned responsibility for.12.Participate in on-call rotation. Provide general support 24x7 during week long on-call rotations.13.Participate in project activities, as assigned by management14.Communicate effectively acting as a key liaison with customers, team members and colleagues across the company. Effectively communicate technical information to non-technical audiences.15.Take responsibility for own workload and keep others informed, highlighting potential problems and suggesting solutions to ensure continuity of service delivery.16.Coordinate activities with other team members.17.Some occasional travelling may be required, for example to user groups or conferences.SECONDARY DUTIES:1.In addition to company provided training and development, you will undertake sufficient personal and professional development as required, ensuring skills and knowledge are up to date so that the role is performed to the required level.2.Perform other duties and special projects as assigned.ACCOUNTABILITIES:Accountable to IT Support Supervisor for performing daily helpdesk functions in a timely, accurate, and professional manner.JOB QUALIFICATIONS:MINIMUM:---Minimum 1-year Enterprise level Help Desk experience.---Excellent oral and written communications skills.---Excellent troubleshooting skills.---Ability to set priorities and accomplish tasks with minimal supervision---Experience with supporting Windows 7---Basic hardware and software troubleshooting (break/fix) knowledgePREFERRED:---Experience with supporting Windows 10, Windows Server Operating systems, and UNIX/Linux---Formal training on at least 3 Microsoft Applications or OS Components---CompTIA and/or MCP/MCSA certificationsPHYSICAL REQUIREMENTS:---Normal mental and visual attention with manual coordination for keyboard operations approximately 50% of the time---Normal or corrected hearing and vision required---Must be able to lift 50 lbs---Must be able to work in a stressful, face-paced environment---Must be willing to support a 24 x 7 production environment (on-call rotation, or 24x7 on-call duties for administrators of systems/services)HP123

Keywords: HAECO Americas, Greensboro , IT Support Specialist (IT), Other , Greensboro, North Carolina