IT Support Specialist

Dentsply Sirona, Inc•Johnson City, TN

19d

About The Position

The Information Technology Support Specialist performs analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations; diagnoses and resolves problems in response to customer reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization; prepares progress reports for all work performed; evaluates products for compatibility, expandability, and ease of use and support; recommends to management the support or nonsupport of evaluated products. Duties are performed at various levels within the defined title.

Requirements

1- 2 years’ relevant experience
Internationally and culturally aware
Strategic focus with the ability to also operate tactically when needed
Exceptional Analytical thinking with effective judgment and decision-making capabilities
Patience with users and ability to remain calm
Strong written and verbal communication skills
Problem-solving and research skills that translate to the ability to find solutions for customer problems when a solution is not immediately apparent
Interpersonal skills that function to create connections and positive experiences for customers
Technological skills specific to the company’s products and trouble-shooting practices

Nice To Haves

Relevant Technical training preferred.
Microsoft Certification preferred.
English - Advanced (C1), any other language is an advantage

Responsibilities

Provide advanced customer service and technical support to end-users for hardware and software
Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting from other IT support staff; escalate as necessary
Install, configure, and test installed hardware and software on new or existing devices, in accordance with standard procedures
Set up new equipment and devices; set up and maintain workstations; provide appropriate access to applications, systems, and data
Provide guidance and explain policies and procedures to IT support staff and end-users
Train customers on new devices and technologies
Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution
Participate in the maintenance, implementation, troubleshooting, and end-user support for applications, mobile devices, and servers
Implement security policies and protocols
Review, update, and maintain documentation to ensure internal processes and procedures, workflows, and training manuals are current
Review and evaluate new hardware and software products; recommend the implementation of new products
Replace equipment that has reached the end of its warranty or lifecycle
Create, track, and maintain reports and provide updates to management
Assist in tracking and maintaining hardware and software inventory; interact with vendors
May monitor infrastructure issues and resolve or escalate to higher levels of support
May mentor, train, and direct the work of other staff members and/or student workers
Maintains full compliance with all corporate network Standards and SOPs as well as all SOX and FDA Part 11 guidelines.
Prioritize and implement standard services
Troubleshoot client login issues to determine and resolve the reported problem (Account, Connectivity, and Cisco VPN)
Active Directory User Management (Creations, Terminations, Attribute Modifications, Group Memberships)
Advanced knowledge of Microsoft M365 Products (Outlook, Office, Teams, SharePoint, Yammer, Planner, OneDrive)