Tech Support Specialist

Work at Simmons•Gentry, AR

2d•Onsite

About The Position

Ensures proper computer operations so that end users can accomplish organizational tasks. Responsibilities include receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, and require that the individual give hands-on help at the desktop level. Ensures that all technology related office components are working at a functional level.

Requirements

Minimum Education : High School Diploma or equivalent.
Technical Experience: Knowledge of basic computer hardware, Microsoft Office, ERP systems and Help Desk Systems.
Experience troubleshooting PCs and basic network devices.
Demonstrated strong understanding of personal computer workstations, desktop operating systems including Windows, MAC and Linux, and technologies to be able to install software safely and effectively in a network environment.
Extensive application support experience.
Demonstrated strong communication and interpersonal skills in order to work with internal and external contacts at various levels.

Nice To Haves

Preference for 2 years experience in a related field.
Track-It experience preferred.
Preference for manufacturing or food processing organization.
Preferred Education : Associate’s Degree in Information Technology/Computer Science or technical related field and/or equivalent work experience.
A+ or MCP certifications are a plus.
We value military experience and welcome veterans to join our team.

Responsibilities

Provides end user technical support.
Tracks internal customer support; assists users in solving problems; obtains problem resolution feedback.
Utilizes an internal corporate helpdesk system to achieve an optimal level of support, in coordination with other IS staff.
Provides end user technology related support.
May work face to face, via telephone or via remote management software to provide company wide support services.
Stages and deploys new computer systems.
Receives new computer systems, installs work related software, and deploys equipment to designated staff members.
Follows established computer setup procedures to ensure compliance with all software and security needs.
Provides office relocation assistance.
Provides assistance and coordination of technological component installations and upgrades during office relocations or additions.
Actively participates in the installation of equipment and data services.
Performs daily backups and setups.
Reviews the daily backup logs and ensures backups are complete.
Performs periodic testing to ensure all backups are recoverable.
Sets up new users on phones.
Completes monthly backups on phone systems.
Supports VMWare.
Demonstrates a basic understanding of VMWare, navigation and basic maintenance.
Assists System Administrators with basic troubleshooting.
Provides second level support assistance.
Assists in the maintenance of networking systems such as LAN switches and wireless access points.
Assists System Administrators in troubleshooting routine problems and in server maintenance.
Escalates problems to the appropriate staff when required.
Keeps up to date on desktop trends.
Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks and participating in professional organizations.
Participates as a member of the Team.
Participates in the ongoing development, communication and implementation of team concepts, programs and policies; coordinates work to ensure best practices with all team members.
Attends appropriate team meetings.
As a member of the Team, fosters strong cohesiveness regarding all major issues; e.g., direction, annual plan, budget, policy changes, etc.
Accepts responsibility to quickly identify any areas that lack cohesiveness, bringing them to the attention of the team leader and working with the team in a supportive manner to resolve issues and actively look for ways, and reinforce actions needed, to achieve synergy possible within the larger organization.
Is familiar with Simmons’ established operating systems (e.g. quality, security, office environment, company policies, LEAN); understands the responsibility to maintain familiarity with the systems and this position’s role in support of these systems - including a consideration of the impact of individual actions on the systems and the responsibility to communicate concerns and improvement ideas.
Performs other duties as necessary in support of business objectives.