Technical Support Specialist

Job Description

This candidate is a self-starter who can work with minimal supervision providing advanced level IT support. Responsible for maintenance of site servers, site network equipment, site telephony, desktop hardware and peripherals.

Responsible for installation and support of desktop hardware and desktop software. Handles escalated issues and conducts advanced troubleshooting to effectively resolve problems;

while at the same time handling initial calls as work volume demands.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Will include the following, but other duties may be assigned :

• Setup and maintain site network file structures, access rights, network security, network users, network printing and desktop user environments.
• Setup and maintain site network servers by applying patches, logging changes and monitoring error logs.
• Troubleshoot and repair problems with the site network, server, and telephony infrastructure and systems.
• Assist with maintaining computer room, site network cabling and department documentation.
• Responsible for network and server uptime. Non-business hour time may be required to repair and troubleshoot problems in order to provide efficient, quality service.
• Monitor site-based server hardware uptime, virus protection and site-based software updates.
• Maintain site specific desktop application setup standards and streamline processes to eliminate future problems.
• Troubleshoot and resolve problems encountered in the use of site systems and desktop applications.
• Setup, install and maintain desktop and laptop hardware / software and peripherals.
• Provide second level contact for all support issues for end-user technical support maximizing the end user’s experience, and when needed, provide first level support.
• Prepare cost requests and procure equipment to meet business needs.
• Maintain site hardware / software inventories and assist with the audit of site hardware and software.
• Implementations and support of backup and disaster recovery solutions.
• Escalate issues and concerns to the GTS Team Lead or Global Infrastructure Manager, as appropriate.
• Identify and escalate production-critical issues to appropriate IT groups.
• Ensure all technical support related activities comply with the global Harsco compliance standards and procedures.
• Provides non-supervisory operating guidance and assistance to Tier I staff members.
• Document all support calls for systems performance and metrics reporting.
• Work within global IT Department on various projects and complete projects in a timely manner.
• Ability to work on multiple priorities and / or projects simultaneously.
• Dependability, regular attendance, and the ability to work extended hours are required.
• Ability to lift a minimum of 40 lbs.
• Perform other reasonably-related tasks as assigned by management.
11 days ago