Specialist, IT Support I - CR

Responsible for entry and intermediate level technical support and maintenance of the company’s standard hardware and software applications inclusive of workstations, printers, mobile devices, peripherals, etc. Provide timely technical support for all onsite and remote end-users for all technical related issues, focusing on excellent customer service as well as communicate updates to all IT associates. Participate in projects related to the IT operational initiatives of the company. Job duties:

• Provide end user technical support to all onsite and remote associates via remote support tools, phone, or in-person.
• Coordinate and communicate all interdepartmental requests that are categorized as a project or task.
• Triage, prioritize, communicate, document, escalate, and resolve all assigned incidents through the IT Service Management system.
• Software installations utilizing SCCM, TeamViewer, or other methods and the maintaining of software licensing.
• Oversee the vendor management on specific IT services such as printing, software licensing, equipment, and recycle management.
• Responsible for the hardware equipment life cycle of implementation, upgrade, decommissioning, and disposal.
• Hardware troubleshooting that includes workstations, mobile devices, network hardware devices and peripheral devices (e.g., printers, keyboards, monitors, mouse, etc.).
• Document resolutions and create job aids or instructions for the IT department knowledgebase and intranet.
• Follow all proper company and IT procedures related to processing all incidents and changes within the IT environment.
• Maintain documentation on setups, logging, client, server and networking equipment configurations, and all policies or procedures.
• Troubleshoot initial LAN, WAN, Wi-Fi, VPN connectivity issues on workstations and laptops for remote and onsite users or escalate appropriately.
• Train end-users in basic usage of Windows operating systems, Microsoft365 applications, Adobe products, and Apple products when necessary.
• Understanding of single sign-on (SSO), multifactor authentication (MFA), cloud services, Windows servers, Active Directory, and client/server architecture.
• Help improve workflow processes with computer replacements, upgrades, or inventory management.
• Maintain some knowledge of current and new features related to Microsoft products.
• Develop project management skills and participate in related departmental projects.
• Manage escalated technical incidents, ensuring timely and effective resolution.
• Lead and mentor the technical team, fostering a collaborative environment and promoting continuous learning and development.
• Comply with applicable Laws and Regulations, adhere to Quality Management System processes and requirements as well as demonstrate Ethics and Integrity in all matters and at all levels throughout the organization.
• Perform additional duties as assigned.