IT Support Specialist

Southworth International group, Inc. (SIGI) seeks an experienced IT Support Specialist to provide end-user support for a variety of technical issues including identifying, recording, researching, and resolving technical problems; from initial diagnosis, to troubleshooting through to escalation and/or closure. We encourage all IT team members to contribute to the evolution of technology and its positive impact on our internal customers. We also have many opportunities to learn new systems and technologies.

SIGI is the world’s largest manufacturer of ergonomic material handling equipment for vertical lifting and work positioning. Our products are designed to improve worker productivity while reducing the potential for worker injuries. Anywhere that workers are lifting and positioning items, handling pallets, working with parts in containers or transporting loads in a factory or warehouse, Southworth has a product to make the job faster, safer, and easier.

We realize that our success is a direct result of the efforts of our talented and dedicated employees. To ensure continued success we take extra care to make sure that careers at Southworth are financially, intellectually, emotionally, and socially rewarding for all. We offer a generous time off policy, 401k match, affordable health and vision coverage, tuition reimbursement, development plans for career growth, and a fun engaged workforce!

The position is based at SIGI’s location in Manila, Arkansas

Duties and Responsibilities

• Evaluate incoming requests for assistance, identifying affected users and systems
• Prioritize tickets for resolution, adjusting priorities as appropriate
• Work to support SLA goals for service tickets and requests
• Update end-users on open incidents and follow up after resolving issues
• Document each trouble ticket as part of building an internal KB for future reference
• Coordinate internal and/or external resources to resolve an incident
• Function as a customer advocate to escalate issues as needed
• Onboard and offboard users
• Configure and maintain end user hardware setups and inventory
• Administer systems such as Microsoft Intune, Entra, 365, and Dell Wyse Management Studio
• Project work that enhances or upgrades our IT environment while aligning with our objectives. These vary widely in nature from configuring an ITSM system, new Intune configurations or Microsoft Purview

Qualifications – Skills and Experience

• Associates degree in a technical program or equivalent required; equivalent professional experience preferred
• Network+, Security+, and A+ certifications or equivalent preferred
• 3-5 years of work experience providing support for: desktop hardware and software applications, networking, printing, and supporting a variety of applications and systems
• Experience working in a ticket queue system, including ticket management and strong documentation skills
• Experience supporting the Microsoft cloud systems suite
• Demonstrated understanding of networking technologies
• Effective communication and customer service skills are critical to success in this position
• Excellent critical thinking, analytical and troubleshooting skills
• Knowledgeable working in a hybrid Active Directory network environment
• Flexible and adaptable to learning and supporting new systems.

Personal Characteristics

• Good interpersonal and influence skills, being articulate, succinct, and professional in communications.
• Comprehensive understanding of Southworth’s product offering, specifications, and options, with a strong ability to comprehend the customer’s application and recommend the appropriate solution.
• Ability to work independently and take appropriate initiative under minimal supervision.
• Strong critical thinking skills
• Strong team-building skills
• Good presentation skills and social awareness
• Optimistic with a can-do attitude and the ability to work well in a fast-paced and changing environment
• Works well under pressure

SIGI is an Equal Opportunity Employer: You will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status or disability.

We’re only hiring those authorized to work in the United States. We do not currently sponsor immigration visas.

SIGI does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of SIGI.