Specialist I - Deskside Support

What you’ll be doing: 

• Install, connect to the network and maintain all computer hardware including PCs, laptops, tablets, printers, data collection devices and telephones 

• Office365 end user support 

• Provide support related to acquisition and divestiture activities as directed 

• Provide support for ITIO site assessments as needed to support ERP deployments 

• Ensure regional ITIO initiatives comply and are aligned with corporate standards, and facilitate engagement with corporate ITIO product teams (Hosting, Network, and Client Serves organizations) as needed 

• Provide onsite support as needed for the coordination of Corporate ITIO initiatives such as PC refresh, LAN/WAN upgrades, and wireless network upgrades 

• Install and maintain computer software on users’ devices such as Microsoft Windows and Microsoft Office Suite, Antivirus and Malware protection Incident response and client response coordination for hardware and other IT Operations related failures 

• Contribute to continual service improvement by assisting with Standard Operations Procedures creation, maintenance, and compliance 

• Perform routine IT system administration, including health checks and supporting incident resolution 

• Ensure deliverables to internal customers are complete, consistent, high quality, on time and deliver valued outcomes 

• On occasion, may perform off-hours maintenance and deployments for system releases and/or provide 24x7 support to maintain service availability or to meet customer SLAs. 

• As ownership of problems from any administrator, follow path of escalated contacts to ensure the problems are resolved in timely and effective ways to the satisfaction of the administrator. 

• Evaluate and perform root- cause analysis on escalated issues. 

• Create documentation to assist other departments with further analysis of technical issues. 

• Create Knowledge Base Documents to assist Level 1 in resolving repetitive issues. 

• Provides occasional off- hours on-site support for planned maintenance work, unplanned support issues, or to meet customer SLAs. 

Compensation:   

This is a progression position and could be a level I or II.   

Compensation and progression level will be based on candidate’s experience and education, and current business needs.  

The annual base salary range for this role is from $XX to $YY, plus an annual target incentive of ZZ% of base salary.