IT Support Specialist

Beckett Thermal Solutions•North Ridgeville, OH

23d

About The Position

This role is responsible for managing the ticket system for all Beckett Thermal Solutions locations in North America, providing end-user support for various technical issues, and optimizing IT operations. The specialist will handle computer and printer setup, configuration, and maintenance, manage network accounts, and maintain hardware inventory. A key aspect of the role involves documenting standard operating procedures, improving helpdesk response times, identifying system weaknesses, and developing expertise in Office 365 to enhance user experience. The position also focuses on reducing PC deployment time and ensuring the ticketing system is managed effectively according to established metrics. The specialist will respond to user requirements promptly, work collaboratively with team members to improve processes, and troubleshoot issues using external resources.

Requirements

High School diploma or GED with 5 or more years of work experience in information technology or related field required
General working knowledge of the standard set of applications at Beckett
Knowledge of best practices for imaging and configuring PC
Understanding of how to optimize software installation for standard Beckett applications
Respond in a prompt and respectful fashion
Ability to work with outside resources to troubleshoot issues
Maintain an appropriate level of IT replacement components
Ability to research application questions beyond the scope of knowledge
Ability to configure hardware to user needs

Nice To Haves

Associate degree in Information Technology or related field with 2 years of work experience in information technology or related field preferred

Responsibilities

Manage the ticket system for all Beckett Thermal Solutions locations in North America
End-user support for computer, printer, phone and standard software application issues
Computer setup and configuration of desktop workstations using imaging strategy
Optimize operations of desktop hardware and software
Printer setup and configuration
Manage end-user network accounts
Maintain inventory of hardware
Document standard operating procedures relating to this role
Continually improve IT helpdesk response times and quality of service
Identify system weaknesses and provide potential improvements
Develop applications expertise to support user-experience in Office 365
Continue to improve and reduce PC deployment time
Keeps the ticketing system at a manageable level based on established metrics
Responds to user requirements in a timely manner
Works as a team member to continually improve processes related to this role