IT Support Specialist

Reports to:                           IT Lead

Classification:                      Exempt 

Reporting Staff:                   This position has no direct reports

Position Type and Expected Hours of Work

This is a full-time position. 

POSITION OVERVIEW

The IT Support Specialist is a people-oriented individual who supports the company’s technology systems while working in a dynamic and fast paced environment. In this important role the specialist will have high interaction with users providing deskside support for computers and applications. As an IT Support Specialist, they will resolve hardware and software related issues in addition to providing new solutions and supporting the internal IT Helpdesk. The position is responsible for administration and internal support of company’s PC’s, printers, and related equipment. Daily responsibilities may include diagnosing computer problems, monitor computer processing systems, install software, and perform tests on computer equipment and programs. Additionally, the IT Support Specialist will set-up computer equipment, schedule maintenance, administer active directory changes, and work with clients to use and troubleshoot applications.

At United Warehouse our employees are committed, dependable, professional and accountable.  We value integrity, honesty and respect for others. We have high standards for how our employees conduct themselves at work and in the communities we support.

ESSENTIAL FUNCTIONS

• Responsible for monitoring and maintaining a complex, multi-site, Windows network environment required for United Warehouse to perform business objectives
• Ensure that the IT platforms meet the needs of the customer and satisfy the company’s objectives
• Ensures that the dependability of the platforms meet the demands of the different business units  
• Develops effective communication with customers and other functional areas of the company
• Takes a lead role with minimal supervision in remediation of all system failures, logging all failures, documenting work procedures and system configuration
• Support and troubleshooting from the OS, application and network level; resolves system hardware, software and networking issues; configuring, optimizing, fine-tuning and monitoring operating system software and servers; performing system backups and recovery and conducting server builds
• OS level application support, network and server monitoring and performance tuning
• Installation and configuration of Windows OS, services and applications
• Administer servers, desktops, printers, routers, switches, firewall, phones, smartphones, software deployments, security updates and patches
• Support LANs, WANs, network segments and Internet systems
• Maintain networks and security, monitor networks to ensure security and availability  
• Stays current on technology; brings innovation and industry leading ideas to the program
• Occasional travel for new implementations or special projects
• Maintain an effective relationship with new and existing accounts 
• Address routine customer issues and requests
• Supports initial setup of new customers through hands-on and arms-length configuration 
• Work with Business Managers and Customer Service Teams to ensure the integrity of data management as well as the proper and timely communication of this data to appropriate personnel
• Maintain a professional and courteous relationship with all customers 
• Work with other departments to ensure that the coordination needed for overall effective operations is maintained

COMPETENCIES

• Respond to Help Desk tickets
• Set-up new end-user computer and network work systems
• Provide technical support to company users
• Troubleshoot, diagnose and repair computer, network and processing systems
• Work in Microsoft’s 365 platform
• Work with printer and copier machines to include: set-up, troubleshoot and repair technical issues
• Operate with VPN, TCP/IP and general networking channels
• Supports IT department on special IT projects

TECHNOLOGY

This position requires the use of specific hardware and software. The Support Specialist will utilize computer and phone systems to accomplish their daily tasks and support other departments. 

WORK ENVIRONMENT

This position works in an office cubical setting. Working in close proximity with other peers.

TRAVEL

This role supports all United facilities. At times the Specialist will be required to travel to support site specific needs.

REQUIRED EDUCATION AND EXPERIENCE:

• 3-4 years IT Support experience
• Working knowledge in the following areas:  
• Windows 10 client operating system support
• Windows Active Directory administration
• Microsoft Office 365
• Windows Server
• Enterprise desktop support of IP voice, data, printing, and security functions 
• Experienced in PC hardware configuration, installation, and problem resolution
• Delivery of outstanding customer service
• Strong problem solving/analytics skills and reasoning ability

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to use hands to finger to type. The employee frequently is required to sit for long periods of time throughout the day. Stand, walk, stoop and reach for items such as files or books at, above or below desk level. Specific vision abilities required by this job include close vision, strenuous focus on a computer screen and ability to adjust focus. This position requires a person to hear and speak clearly to communicate with others. 

QUALITY STATEMENT

All employees play a pivotal role to ensure quality objectives happen at every level within the organization. Every employee is expected to improve each day, adhere to customer and regulatory requirements, and continuously strive to exceed company and customer expectations.

AAP/EEO STATEMENT

United Warehouse Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of position. As the nature of business demands change so, too, may the essential functions of this position.