IT Support Specialist

Job Summary:

Coordinate service requests via Help Desk. Responsibilities include data entry and task assignment, troubleshooting assistance over the phone to end users, scheduling of external support resources, assisting with break-fix activities for PC equipment, PO receiving and inventory tasks. This non exempt position works with direct and indirect supervision.

Essential Functions:

• Answer calls from GOH employees to Help Desk.
• Record all calls in IT Help Desk support application.
• Provide initial basic troubleshooting via call scripts.

*Provide call followup

• Route service calls to other IT resources for service; manage scheduling with external resources.
• Perform PO receiving and inventory tracking/ maintenance functions.
• Perform data entry functions.

*Perform hardware replacements.

• Perform work order follow-ups to confirm help desk request is completed.
• Transport equipment within IT, throughout the company.
• Exercise proper care and maintenance of company equipment.
• Perform additional administrative tasks and other assignments per supervisor's direction.
• Travel and/or drive personal vehicle to trainings, meetings, events, etc.
• Basic network troubleshooting.

*Mobile device-troubleshooting- ios and Android.

Knowledge of:

• Intermediate working knowledge of Microsoft Office Products.
• Intermediate knowledge of voice and data technologies.

*Screen sharing technology

• Advanced knowledge of PC equipment.

Ability to:

• Communicate with employees and vendors who have widely differing levels of technical experience.
• Adapt to the constant changes in technology.
• Learn and follow GOH company policies and procedures.
• Prioritize and manage multiple tasks simultaneously.
• Follow through on issues in a timely manner.
• Efficiently and flexibly deal with changing priorities.
• Distinguish confidential and/or personal information and prevent unauthorized disclosures.

Qualifications:

• Must have strong organizational skills.
• Must have excellent interpersonal verbal and written communication skills.

Education:

• High school diploma or equivalent required.

Experience:

• Previous Help Desk or Call Center experience preferred.
• Current A+ certification or equivalent required.

Required Training:

• Site Specific Hazard Training
• At least bi annual Help Desk application Training depending on versions and release cycles
• Managing Priorities Training
• Effective Communications Training
• Customer Service Training
• At least bi annual Microsoft application refresher depending on releases and versions deployed

Physical Requirements:

• (Constant 67-100%) - Talk and hear in conversations with GOH employees and customers.
• Constant (67 - 100%) Talk on telephone and hear telephone conversations.
• Constant (67-100%) Able to see and read PC screens, read normal type size print.

*Constant (67-100%) Normal vision and hearing range.

• Constant (67-100%) Use fingers/hands to type, write and file.
• Constant (67-100%) Sit for sustained periods of time.
• (Constant 67-100%) - Able to speak clearly.
• Constant (67-100%) Use/operate basic office equipment such as phones, computer, file cabinets, copier, etc.

*Frequent (34-66%) Bending, stooping, stretching, and prolonged standing.

• Occasional (0-33%) Lift and/or transport items weighing less than 35 pounds from one location to another throughout shift.
• Occasional (0 - 33%) Work in field or plant environment with exposure to adverse or extreme weather conditions, exhaust fumes, noise, dust, extreme temperatures.

This is a safety-sensitive position.