TECHNOLOGY SUPPORT SPECIALIST

The Desktop Support Technician is responsible for the support of Charlotte Pipe and Foundry associates in their use of computers, applications, and mobile technologies.

This position will be based out of the Plastics Monroe and Admin locations and will report to me. Some travel to the Foundry and satellite locations will be required based on coverage or project needs.

RESPONSIBILITIES

• Provide a high level of customer service to associates that is courteous, timely, professional, and technically proficient.
• Responds to incidents and problems based on established IT Service Management processes and procedures.
• Resolve technical problems through detailed and methodical troubleshooting and analysis.
• Documents troubleshooting steps and resolution details in incidents and problems for use in a common knowledgebase.
• Configures workstations with the standard company computer image. Installs and configures print drivers and installs software to meet specialized workstation requirements.
• Performs account management and maintenance for various applications and systems.
• Manages computer hardware and software inventory using available tracking systems and tools. Tracks office moves to maintain accurate record of location of equipment.
• Works with the information security team to adhere to systems security specifications.
• Remains current on technical and industry trends through continued technical training and briefings.
• Provides coverage of the Service Desk for incoming calls and emails as needed and when not away from primary desk area.
• Provides basic training to associates on the use of company applications and remote access software.
• Identifies potential improvements in computer management and applications delivery.
• Supports disaster recovery tests as required.
• Contributes to IT operations improvement efforts with a focus on promoting systems availability and optimal customer service.

QUALIFICATIONS

Education and experience are equivalent to an associate’s degree from an accredited college or university in Computer Science, Information Technology, Mathematics, Engineering, Business Administration, or in a job-related field of study. One (1) year of related work experience in Information Technology is preferred.

• Solid experience in providing great customer service with a focus on business outcomes.
• Understanding of IS best practices and their impact on business value.
• Proficiency in MS Windows and Active Directory – Microsoft certification preferred
• Experience in computer hardware maintenance and repair. – A+ certification preferred
• General understanding of computer networking components including TCP/IP, IP routing, DMZ, DNS, and DHCP. – Network + certification preferred
• Ability to effectively communicate both verbally and in writing and establish and maintain effective working relationships with co-workers.
• Technology Services staff are expected to be available outside of regular business hours to perform changes and respond to emergency support calls.

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