IT Support Specialist

IT Support Specialist

The IT Support Specialist is responsible for prioritizing, troubleshooting, and resolving incoming help desk requests from employees. IT end users will be provided with high quality support and training for the organization's desktop & laptop computers, printers, network, telephones, applications, and other related technologies. Create and maintain appropriate documentation. Utilize strong verbal and non-verbal communication skills. Collaborate with the IT team and other departments to implement & maintain best IT practices to support and achieve organizational goals. Excellent communication skills, both verbal and written, are required for this role.

Responsibilities :

• Demonstrate a respectful, positive, and proactive approach when communicating with users & team members.
• Serve as the first point of contact to resolve hardware / software / network requests as reported to the help desk via the ticketing system, phone, e-mail, or in person.
• Log tasks & support incidents in help desk tracking software. Document action taken and close tickets in an accurate and timely manner.
• Monitor status of help desk tickets to ensure timely resolution of incidents.
• Provide consistent & high-quality customer service when communicating with internal & external customers. Attempt to resolve incidents upon initial response.
• Provide Hardware / Software support and maintenance of all laptop / desktop computers, printers, and phones.
• Provide support for mobile devices such as IOS, Android, and barcode scanners.
• Maintain knowledge of critical network infrastructure components.
• Patch & Maintain Windows servers to ensure high availability of services.
• Participate in projects to facilitate improvements to organizational processes and / or infrastructure.
• Provide support for Microsoft productivity applications and operating systems.
• Provide support for the Deacom Enterprise Resource Planning (ERP) system.
• Maintain Active Directory, Office 365, and Deacom ERP user accounts as approved by IT Manager or CFO.
• Perform periodic reviews of Active Directory, File Server, Deacom, and Office 365 users.
• Create and maintain help desk documentation, Standard Operating Procedures, and knowledgebase articles.
• Responsible for IT asset tracking & supply orders.
• Understand, support, and enforce information security policies.
• Other IT related duties as needed and directed.

Job Requirements :

Qualifications :

Physical Requirements :

This is a full-time, hourly non-exempt position (expected pay range = $25.00-$30.00 / hour) with benefits package that includes paid time off, medical / dental / vision insurance, 401k retirement plan with employer match, employee assistance program, employer gift-matching program, wellness program, and company-paid holidays. Performance reviews provide opportunity for performance-based compensation increases and bonuses. This position is located in Momence, IL 60954.

To apply, please upload a resume online at www.silvajobs.com or send a resume to HR@silva-intl.com