IT Service Desk Analyst III

Singer Equipment Company Talent Acquisition • Birmingham, AL

1d • Onsite

About The Position

The IT Support Specialist is a mid-advanced position that serves as a point of escalation within the Help Desk department. This position will be responsible for several IT processes and will require the necessary mid to advanced technical and interpersonal skills to provide strong technical support in many areas of IT operations. This will include day-to-day support, and strong familiarity with IT Security and Infrastructure. In addition, this position should have the necessary experience to provide standard ERP support. The position requires to be onsite at any of the primary warehouse/office locations or any other locations as deemed necessary. The position will be responsible for 1 to 2 IT processes, and be assigned tasks and or projects from time to time by the Senior IT Manager as needed.

Requirements

• High school diploma or GED
• Microsoft Office 365 experience
• Tech savvy with working knowledge of Microsoft Office products
• Good understanding of computer systems, mobile devices, and other tech products
• Proficiency in English
• Excellent communication and interpersonal skills
• Customer-oriented and cool-tempered
• Extensive experience in basic computer troubleshooting
• Experience with Active Directory (Account Creation, password reset, OneDrive)

Nice To Haves

• Knowledge of PCI standard compliance requirements
• ITIL Foundation Certification
• Network Troubleshooting Experience
• A+ / Network + / Security+/MCSA / MCSE certifications

Responsibilities

• Serve as a point of escalation within the Help Desk department.
• Provide day-to-day support and strong familiarity with IT Security and Infrastructure.
• Provide standard ERP support.
• Be responsible for 1 to 2 IT processes.
• Be assigned tasks and or projects from time to time by the Senior IT Manager as needed.
• Perform computer hardware break-fix for laptops and desktops.
• Support mobile devices (cell phones, tablets).
• Troubleshoot and support workgroup office printers and Zebra printers.
• Support scan devices (handheld).
• Provide support for Office 365 products (Word, Excel, PowerPoint).
• Manage Outlook mailboxes and Exchange accounts.
• Utilize and manage ticket systems.
• Perform asset management.
• Manage Azure Active Directory and On-Prem Active Directory.
• Handle onboarding and offboarding processes.
• Support multi-factor security products (Duo Security).
• Provide support for VPN - Cisco AnyConnect.
• Support Citrix - Workspace.
• Manage OneDrive.
• Support Microsoft Teams.
• Utilize remote tools for support.
• Provide support for ERP systems (Prelude, Sage, TRX, Quickbooks).
• Support Windows Server.
• Troubleshoot network firewalls, routers, and switches.
• Manage network patch panels and network port wall jacks.
• Support Access Point (WIFI) devices.
• Provide site-to-site support, including travel as a field technician.
• Perform user account management.
• Create and maintain knowledge base articles.
• Document processes and procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED