IT Support Specialist
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About The Position
The IT Support Specialist position at The Durham Company serves as the first point of contact for internal customers seeking technical assistance from the Information Technology Department. This role is crucial in ensuring that employees receive timely and effective support for their technical issues, whether they are seeking help remotely or in-person. The position is based in Lebanon, Missouri, and involves utilizing the Help Desk System to manage and resolve technical inquiries. As an IT Support Specialist, you will perform remote troubleshooting for multiple facilities, employing diagnostic techniques and asking pertinent questions to identify the best solutions for the issues presented by customers. You will be responsible for recording events and problems, including resolutions, in work orders and updating documentation accordingly. This role requires a proactive approach to problem-solving, as you will need to research issues and escalate unresolved problems to the next level of support when necessary. In addition to troubleshooting, you will also be involved in installing software while being mindful of licensing and support requirements. You will work within the help desk system to monitor tickets, review unassigned tickets, and ensure that all tickets are updated and closed out with detailed documentation of the troubleshooting steps taken. The position also includes responsibilities for computer installations, basic networking tasks, and managing hardware moves and changes, such as those related to the VoIP system, camera systems, access points, and printers. Overall, this position requires strong communication skills, a good customer service orientation, and the technical ability to diagnose and resolve basic technical problems. You will be expected to work collaboratively within a team environment and take directions from others as needed.
