IT System Support Specialist - Co-Op Opportunity

ROBERT E MASON & ASSOCIATES INC•Charlotte, NC

About The Position

As a 100% Employee-Owned company, Robert E. Mason & Associates, Inc. believes our Associates are the foundation of both our customers’ and our success. Our strong company culture, and belief in continued investment in our Associates, has helped us realize long Associate tenures, as well as long lasting relationships with our customers. Under the Robert E. Mason & Associates, Inc. umbrella there are two divisions: R.E. Mason and Apperture Solutions. R.E. Mason is an Emerson Impact Partner covering North Carolina, South Carolina, and Virginia. Emerson is the global leader of process systems and solutions. R.E. Mason provides industry-leading process equipment and service for process control, automation, safety, and reliability. The industries served include Chemical, Pharmaceutical & Life Sciences, Power & Utilities, Food & Beverage, and Pulp & Paper. Apperture Solutions is a technology independent, professional consulting, and implementation services firm. Apperture Solutions offers Data Enablement, Production Optimization, Operations Management, and Other Value-Added Services. Apperture Solutions partners with other providers to offer our customers the technologies and solutions that fit their needs. This position is a System Support Specialist supporting internal customers. This role is part of a small team and is expected to work hands-on to solve problems and execute small projects as well as assisting others on the team, especially less experienced staff. The successful candidate would be a highly communicative, detail oriented, career minded individual, with the ability to multitask. Must be customer service oriented with a positive attitude, always willing to tackle any task and go the extra mile. This role includes troubleshooting hardware and software, assisting users with day-to-day software and computer functions, and setting up new systems.

Requirements

Need to be enrolled in a bachelor's degree program
Experience troubleshooting PC issues
Experience with Windows 10/11
Ability to troubleshoot Microsoft 365
Experience assisting end-users with IT challenges

Nice To Haves

CompTIA A+ Certification helpful but not required
Basic understanding of networking protocols and network troubleshooting techniques
Experience using a ticketing system and a knowledgebase

Responsibilities

Serve as the first point of contact for customers seeking IT assistance
Resolve helpdesk tickets, escalating to others as needed
Setup and deploy end-user systems according to our checklist standards
Support and maintain laptops, workstations, and printers
Troubleshooting and assisting users with Microsoft Office and other end-user software tools
Document findings and solutions
Train computer users
Work on small projects as assigned
Manage inventories of laptops and peripherals
Support AV systems in conference rooms
Assist end users with phone system issue
Excellent communication and customer service skills
Tech savvy with strong problem-solving skills
Ability to diagnose and resolve basic technical issues
Ability to follow detailed instructions
Time management skills
Teamwork

Benefits

Participation in the Employee Stock Ownership Program (ESOP)
Retirement plan, including a Safe Harbor contribution
Medical / Dental / Vision Insurance
Employer paid Life Insurance and Long-Term Disability Insurance
Generous paid leave options that include vacation time, sick leave, personal leave time, R.E. Mason Way Half Day, paid Jury Duty, and paid Bereavement Leave
Paid Parental Leave
Paid company holidays
Career Development Program
Retirement and Financial Wellness program
Employee Assistance Program (EAP)
Alternative/Hybrid Work Schedules