Specialist II, Support

Progress Rail•Albertville, AL

7d•Hybrid

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

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

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