IT Technical Support Specialist

Snap-on Inc•Richfield, OH

1d•Onsite

About The Position

SNAP-ON BUSINESS SOLUTIONS in RICHFIELD, OH is seeking a technically trained and self-motivated individual to provide technical assistance to both internal SBS associates and external global customers. The role involves quickly identifying, analyzing, and resolving difficult issues using various diagnostic tools. The specialist will provide professional software advice and resolve computer hardware issues. Assistance will be provided via telephone, email, remote access, or in person. Responsibilities include assisting with deskside tools such as hardware, software, printing, installation, electronic mail, operating systems, network issues, web support, telecom, and general technical troubleshooting. The role also involves performing deskside support duties including installation, maintenance, and testing of personal computers, printers, faxes, and other assigned technology infrastructure. Collaboration with the Infrastructure Services global team is expected to resolve complex desktop, network, and www technical problems. The individual must be able to work independently with minimal supervision.

Requirements

Associate degree with 2- 3 years’ work experience is required.
Strong background in hardware, software and terminal emulation.
Experienced in Microsoft 365 applications, Microsoft developer tools, Defender, remote connection technologies and PC troubleshooting skills regarding hardware and software.
Knowledge of current Windows desktop operating systems.
Excellent communication, writing/documentation, prioritization, customer service and organizational skills.
Ability to work with global clients, technical staff, and vendors.
Good problem solving and consultative skills.
Must be a team player with a positive attitude, enthusiasm, initiative, sense of urgency, and be self-motivated.
Must have the ability to work unsupervised and follow defined policies and procedures.

Nice To Haves

Industry recognized certifications will be considered.
Experienced in LAN/WAN networking a plus.
Experience in Tanium and Trellix.
Knowledge of current Windows desktop operating systems.
Knowledge of Oracle business applications (CRM, Purchasing, etc.) is a plus.

Responsibilities

Configure and install personal computer hardware and software as assigned including new PC setup, reconfiguration of existing PCs, hardware and software troubleshooting, PC inventory management and proper disposal of obsolete deskside equipment per company policies and procedures.
Daily interaction with all levels of associates to perform various Tier I and Tier II level troubleshooting.
Coordinate efforts with global I/T management and/or Sr. Manager, Technology to ensure that the information assets of the Company and the commercial clients are protected at all times.
Utilize asset management resources to ensure client devices or virtual instances are secure with no vulnerabilities. This will require software asset management for updates and patching as needed. Follow the cyber security exception policy when needed.
Create and follow procedural documentation to drive consistency and improve efficiency for desktop support functions as well as the global external support functions.
Independently performs and directs high-level on-line and remote diagnostics required to maintain customer satisfaction.
Identifies, implements and trains team members on improved diagnostic opportunities for desktop support functions as well as the global external support functions.
Aggressively solicits intra-departmental information to effectively resolve customer issues.
Provides technical input and solutions relative to field service, training, sales and customer requirements.
Train or assist other associates within the department as required.
Perform miscellaneous duties as assigned.