IT Support Specialist

Anchor Hocking•Lancaster, OH

24d•Onsite

About The Position

As an IT Support Specialist at Anchor Hocking Company, you will play a crucial role in ensuring the smooth operation of our IT infrastructure. This position combines responsibilities from Tier 1 and Tier 2 support, requiring both excellent customer service skills and technical expertise. Your primary duties will include but are not limited to: Help Desk Support: Provide technical support to end-users, including diagnosing and resolving hardware and software issues. Ticket Management: Receive, prioritize, and manage IT support requests through our ticketing system, ensuring timely resolution and excellent communication with end-users. User Training: Assist end-users in understanding and utilizing IT systems, software applications, and hardware devices. Password Resets: Handle password resets and account unlocks, adhering to security protocols. Advanced Troubleshooting: Investigate and resolve more complex IT issues that require expertise beyond Tier 1 support. Hardware and Software Maintenance: Perform hardware and software installations, updates, and upgrades as needed. Network Support: Assist in maintaining and troubleshooting network infrastructure, including LAN/WAN connectivity and VPN configurations. Endpoint Management: Manage and configure endpoint devices, ensuring security compliance and optimal performance. Documentation: Maintain accurate records of IT assets, configurations, and support processes. Contribute information to knowledge base articles. On-call Rotation: Will be expected to participate in a rolling on-call rotation. The rotation frequency is 1 week on, 3 weeks off.

Requirements

At least 1-3 years of combined experience in IT support roles that encompass both Tier 1 and Tier 2 responsibilities.
Proficiency in troubleshooting hardware, software, and network issues.
Familiarity with Windows and macOS operating systems, Microsoft Office Suite, and Active Directory.
Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users.
Ability to work collaboratively in a fast-paced environment and assist team members as needed.
Strong problem-solving skills and the ability to adapt to new technologies and challenges.
Excellent attention to detail and a commitment to providing high-quality support.

Nice To Haves

An associate degree in information technology, computer science, or a related field.
Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional).
Familiarity with Microsoft DHCP, DFS, DNS, and Print Management.
Relevant certifications or a willingness to obtain them.

Responsibilities

Provide technical support to end-users, including diagnosing and resolving hardware and software issues.
Receive, prioritize, and manage IT support requests through our ticketing system, ensuring timely resolution and excellent communication with end-users.
Assist end-users in understanding and utilizing IT systems, software applications, and hardware devices.
Handle password resets and account unlocks, adhering to security protocols.
Investigate and resolve more complex IT issues that require expertise beyond Tier 1 support.
Perform hardware and software installations, updates, and upgrades as needed.
Assist in maintaining and troubleshooting network infrastructure, including LAN/WAN connectivity and VPN configurations.
Manage and configure endpoint devices, ensuring security compliance and optimal performance.
Maintain accurate records of IT assets, configurations, and support processes. Contribute information to knowledge base articles.
Participate in a rolling on-call rotation (1 week on, 3 weeks off).