IT Support Specialist

Job Overview

The IT Support Specialist provides support and maintenance of the computer
desktop/mobile devices/phone/network environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Service Desk. Responsibilities include the administration and internal support of the company’s PCs, printers, servers, and related equipment.
 

Job Responsibilities

• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interact with user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Manage problem recognition, research, isolation, resolution and follow-up for routine user problems, escalating more complex problems to the next level of support.
• Log and track calls and maintain history records and related problem documentation.
• Prepare standard statistical reports, such as help desk incident reports.
• Analyze and evaluate incident reports and makes recommendations to reduce help line incident rate.
• Work with software and hardware vendors to request service regarding defective products.
• Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Write or revise user training manuals and procedures.
• Facilitate new hire IT orientation and train users on software, phone system and hardware.
• Install personal computers, software, and peripheral equipment.
• Support phone system, cell phones and other mobile computing devices like tablets.
• Support end users, track licenses, and perform maintenance, upgrades and configuration.
• Assist with change control activities.
• All GLC employees are expected to perform any assignment or job task according to the stated safety policies and procedures.
• All GLC employees are expected to produce our products in a manner that exceeds the quality and value expectation of our customers and consumers by adhering to Good Manufacturing Practices, Policies and Procedures outlined in our Safe Quality Food Program.
• Other responsibilities as assigned by the Manager.
• Ability to respond to critical issues or IT support needs during off-hours and weekends as needed.
• Less than 10% travel within the United State as required.

Required Education and Experience

• Bachelor’s degree in Information Systems or commensurate experience in related field.
• Current understanding of best practices regarding system security measures.
• Capable of using Microsoft OS, MS Office and other productivity tools.
• Strong communication and customer service skills.
   

Preferred Education and Experience

• Experience with IT Service Desk.
• Basic understanding of networking and network switches and routers.
• Ability to document complex IT design concepts.
• Certificates in Microsoft, Cisco, VMWare.
   

Working Conditions

EEOC & Disclaimer