Onsite IT Technical Support Specialist

our team•Mason, OH

4d•Onsite

About The Position

SPX is a diverse team of unique individuals who all make an impact. As the IT Technical Support Specialist, you will be responsible for delivering comprehensive IT services to end users, ensuring efficient resolution of incidents and service requests, and providing exceptional customer service. You will be hands on with technology, supporting customers in person and virtually. Having the ability to solve technical problems with minimal assistance, you will play a vital role in ensuring the smooth operation of SPX’s IT systems for our Engineered Air Movement Mason, Ohio location. The successful Technical Support Specialist possesses strong technical background within IT and expertise in the support of end user hardware, software, and peripherals. The position will be onsite, 5 days a week.

Requirements

At least 2 years of IT technical support experience in a corporate environment

Nice To Haves

4 years of IT technical support experience in a corporate environment preferred
Proven experience in providing technical support to end users
Strong knowledge of hardware, software, peripherals, copiers, printers, scanners, and mobile devices
Proficiency troubleshooting and resolving technical problems
Prior experience supporting corporate executives
Familiarity with networking concepts, protocols, and configurations
Experience with Desktop, LAN, and telecommunications devices
Knowledge of ITIL (IT Infrastructure Library) principles and practices
Excellent customer service and verbal and written communication skills, with the ability to effectively explain technical concepts to non-technical users
Detail oriented with strong analytical and problem solving skills
Self-directed, exhibiting strong initiative, and the ability to prioritize and execute multiple priorities in a fast paced and changing environment.
Support onsite production day shift and office schedules working hours.
Flexible to provide on-call support, outside of normal working hours, as needed.
Associate degree in Information Technology, Computer Science, business, or another related field preferred
Certifications such as CompTIA A+, Microsoft Certified Solutions Associate (MCSA)

Responsibilities

Manage life cycle (ticket generation to closure) of assigned incidents and service requests, including assessing impact and urgency, assigning to proper group, and ensuring timely resolution and minimal downtime. Primary support to Engineered Air Movement factory with additional assignments as needed for other SPX divisions.
Document and maintain accurate records of incidents, service requests, and solutions within the ticketing system.
Escalate incidents to appropriate IT resources in accordance with established procedures.
Provide frontline technical support to end users, both remotely and in-person, by diagnosing and resolving hardware, software, and network related issues.
Support ancillary systems such as desk phones, key fob system, and surveillance cameras.
Onsite support for factory floor equipment including but not limited to laser cutter communications, label printers, and dog tag machines.
Provision and maintain factory tablets to users in accordance with IT policy and procedures.
Track and manage IT assets in accordance with IT procedures.
Identify, research, and assist in implementation of new technologies.
Deliver excellent customer service, building rapport with end users.
Provide clear and concise instructions and explanations.
Communicate and collaborate with internal teams and vendors to escalate and resolve complex technical issues.
Support sales reps and internal users with site specific applications and scenarios.
Contribute to the continuous improvement of IT infrastructure and processes by providing feedback and recommending solutions.
Assist in the development and/or implementation of IT policies, procedures, and best practices.
Stay up to date with emerging technologies and industry trends, actively seeking opportunities for development and knowledge enhancement.
Participate in other projects as assigned that relate to the overall goals of the department and organization.

Benefits

Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
Competitive health insurance plans and 401(k) match, with benefits starting day one
Competitive and performance-based compensation packages and bonus plans
Educational assistance, leadership development programs, and recognition programs

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