HDI IT Support Specialist

BendPak Inc•Agoura Hills, CA

19d•$25 - $27

About The Position

This is an entry-level position in the Information Technology department. Under the supervision and direction of the Senior Director of Enterprise Systems and Technology, the IT Support Specialist assists with day-to-day IT operations and helps ensure proper computer operation so end users can accomplish business tasks. The role receives, prioritizes, documents, and resolves end-user help desk requests, using diagnostic and request-tracking tools and providing hands-on desktop support when needed. The position provides first-line support for internal and external clients, troubleshoots level-one issues involving ERP systems, computers, software, hardware, networks, VPN, and internet access, and communicates solutions to end users. It also supports user accounts and profiles, maintains equipment and software, documents ticket resolutions and knowledge-base articles, and contributes to projects, testing, and system monitoring. The role operates in a professional office environment and routinely uses standard office and computer equipment. The work includes extended periods at a computer and moving between buildings on a five-building campus. Saturday or overtime work may be required. The stated schedule is 8:00 a.m. to 4:30 p.m., Monday through Friday.

Requirements

High school diploma, AS or AA in a computer field.
One to two years of computer science coursework or equivalent work experience.
Typing speed of 45–60 words per minute with 95% accuracy.
Excellent knowledge of Microsoft Office, including Outlook, Word, and Excel, and general internet use.
Knowledge of basic computer hardware, including laptops, PCs, Macs, switches, and hubs.
Knowledge of basic networking, including OSI layers, TCP/IP, DHCP, and DNS.
Experience with desktop and server operating systems, including Windows and Windows Server.
Support experience with Microsoft Windows, Microsoft Office, M365, O365, Active Directory, and Mac systems.
Working knowledge of a range of diagnostic utilities.
Strong written and oral communication, interpersonal, listening, questioning, and documentation skills.
Ability to follow manuals and complicated instructions, absorb and retain information quickly, and present ideas in user-friendly language.
Self-motivation, initiative, attention to detail, analytical and problem-solving ability, and ownership of work products.
Ability to multitask, prioritize, and execute tasks in a high-pressure, fast-paced, deadline-driven environment.
Exceptional customer service orientation and experience working in a collaborative, team-oriented environment.
Ability to learn new technical applications quickly and in depth.
Ability to build rapport with staff, subject-matter experts, and customers, and interact professionally using tact, courtesy, and good judgment.
Ability to collect, organize, analyze, distill, and document significant amounts of information and process steps.
Ability to lead without authority to move documents through review and approval steps.
Willingness and ability to perform hands-on work using tools such as a screwdriver or wrench.
Ability to complete product training, including independent lifting of 40–50 pounds and physical activities such as standing, squatting, operating machinery, and repetitive motions.

Nice To Haves

Certifications are a plus.

Responsibilities

Provide courteous first-line support for incoming help requests received by telephone and email.
Provide email and telephone support to internal and external clients.
Use help desk software to maintain an accurate account of tasks and document, record, track, and monitor requests through resolution.
Document steps taken, decisions made, and successful or unsuccessful actions for assigned tickets.
Build rapport with help desk customers and gather details about their problems.
Work with users to identify, troubleshoot, and resolve issues; communicate solutions in user-friendly language.
Identify, diagnose, and resolve level-one problems involving ERP, PC software and hardware, LAN and WAN, VPN, internet access, and new computer technology.
Prioritize and schedule problem resolutions, set appropriate ticket priorities and resolution targets, and escalate issues when required.
Use diagnostic utilities, internet resources, software updates, drivers, knowledge bases, and FAQs to aid troubleshooting.
Learn and support the software and hardware used by the organization, following documented procedures and available tools.
Perform hands-on desktop fixes, including installing and upgrading software.
Perform preventative maintenance, including checking and cleaning workstations, PCs, laptops, printers, and peripherals.
Test fixes to confirm problems are adequately resolved and follow up after resolution.
Provide one-on-one support for company-approved PC software.
Receive, deliver, tag, set up, and assist with configuring end-user desktop hardware, software, and peripherals.
Create and configure user ERP, email, Active Directory, and other profiles and accounts.
Coordinate timely repair of computer equipment covered by third-party vendor maintenance agreements.
Perform minor hardware repairs on PCs and peripherals not covered by third-party vendor maintenance agreements.
Help install local area network cabling and equipment, including network interface cards, hubs, and switches.
Install, support, and maintain software.
Provide daily reporting on pending issues and high-priority incidents.
Create and update knowledge-base articles.
Assist with project implementations, testing, and documentation.
Monitor system notification alerts and take appropriate, timely action.
Complete other tasks as assigned.