Specialist II, Support

Progress Rail • Albertville, AL

6d • Onsite

About The Position

The IT Support Specialist role is to provide support in order to drive operational efficiency. The ITSS is responsible for assisting customers with technical issues or questions related to computer hardware or software. This includes taking phone calls from end users or communicating with them through support management software, helping others diagnose and resolve technical issues over the phone.

Requirements

• High School diploma or equivalent is required.
• Basic networking experience with TCP/IP and Windows network.
• Basic system administration experience, Windows preferred.
• Familiar with Microsoft products, Linux, IBM, LN and SAP.

Nice To Haves

• Associate's degree in IT related field; preferred.
• Bachelor's degree in an IT related field; preferred.
• Microsoft certifications; preferred.
• 2 plus years IT/Computer experience.
• Working knowledge of ITIL principles, including incident, problem, and change management processes.
• Basic Microsoft Office experience, including Word and Excel.
• Prior technical support/call center experience.
• CompTia A+ Certified.
• CompTia Network Certified.

Responsibilities

• Ability to solve common user problems in real time including software functionality, network troubleshooting and installation, personal computer and network configuration, operating systems and browser related issues; installing hardware or software as needed.
• Global incident routing including validation, processing, triage, routing decision points and assignment.
• Prioritize production-critical issues and escalate issue(s) to the appropriate technical staff.
• Complete domain maintenance.
• Assist with Webfilter, Internet and Firewall issues.
• Entry level application maintenance.
• Network and server hardware configuration.
• Sarbanes-Oxley reporting.
• Provide extra phone support and coverage, as needed.
• Setup and configuration for new device procurement.
• Prepare statistical and data reports, including usage trends and analysis.
• Troubleshoot and accurately record caller's requests/issues.
• Provide remote and on-site support to all staff.
• Active involvement in problem resolution, follow-up, testing, workarounds and equipment suggestions.
• Facilitate warranty claims and exchanges.
• Accurately record customer support issues in tracking system.
• Minimal travel to domestic facilities.
• Other duties as assigned.

Benefits

• Competitive Salary
• 401(k) plan with up to 6% company match (no waiting period with immediate vesting)
• Medical/Dental/Vision/Life/Disability Insurance
• Supplemental Accident, Critical Care, and Hospital Insurance available along with an HDHP and HSA with seed money
• Flexible Spending Accounts
• Paid Vacation
• Paid Holidays
• Paid Time-Off (PTO)
• Employee Assistance Plan
• Education Assistance Program
• Employee Recognition Programs
• Site specific Production and Incentive Plans
• Site specific Step and Skill Level Wage Adjustment Plans
• Site Specific Relocation and Sign-on Bonus Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED