IT Support Specialist (Help Desk)

Position Title: IT Support Specialist

Reports To: Director, Operational Excellence

Supervises : None

Classification: Hourly, Non-exempt, non-union

Position Summary

The IT Support Specialist provides front-line technical support to employees by troubleshooting hardware, software, and basic network issues.

Essential Duties & Responsibilities :

The statements below are intended to describe the general nature and level of work being performed by the employee of this position. They are not intended to be an exhaustive list of all responsibilities and activities required of this position.

• Coordinates the maintenance of Plex ERP software and Plex related network equipment
• Serves as an internal point of contact for user issues in Plex, and related hardware/software troubleshooting
• Performs IT related troubleshooting through diagnostic techniques. Determines best solution to resolve technical problems
• Responds to IT tickets. Issues resolutions
• Assists in configuring permissions and maintaining security groups according to user group and security levels for Plex
• Helps streamline navigation and use in Plex for end user tasks (i.e., least number of clicks, least number of screens needed, etc.)
• Trains new and existing employees on use of Plex
• Administers and troubleshoots PLEX ERP systems, MS Office Suite platforms, etc. and escalates issues as needed
• Assists IT department in keeping accurate documentation and information on all systems
• Supports end users with ERP reporting and functionality
• Develops and creates work instructions as needed
• Serve as the first point of contact for IT support requests via the IT ticketing system
• Diagnoses and resolve basic hardware, software, and connectivity issues
• Support Windows PCs, mobile devices, printers, and business applications
• Assist with user account management (password resets, account access, permissions)
• Install, configure, and deploy computers and peripherals
• Escalate unresolved or complex issues to higher-level IT staff
• Document solutions, and procedures clearly after higher-level IT staff resolve an escalated IT ticket
• Follow IT policies, security standards, and best practices
• Provide professional, clear communication to users with varying technical skill levels
• Additional duties as assigned

Requirements:

To perform this position successfully, the employee must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

This position involves access to technical data that is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR), which define a “U.S. person” to include a U.S. citizen, lawful permanent resident (green card holder), or a protected individual as defined by 8 U.S.C. 1324b(a)(3). Employment is contingent upon the applicant's ability to meet these requirements or the Company's ability to obtain an export license on the applicant's behalf.

• Minimum of an Associate's degree or equivalent and at least one year of related experience and/or equivalent education & experience
• Demonstrates an understanding of computer systems, mobile devices, hardware and other technologies
• Previous experience working within an ERP system is preferred
• Entry-level IT certification (CompTIAA+, ITF+, or similar) is preferred
• Proficient in Microsoft Excel, Word, Outlook
• Demonstrated problem solving skills and excellent organizational and communication skills
• Ability to multi-task
• Position is required to be on-site, occasional work from home with supervisor approval is available
• Supports and demonstrates the Company's core values

Working Conditions:

This position is designed to work full-time. Days and hours of work are typically Monday through Friday, 8:00 a.m. to 5:00 p.m. An alternate schedule may be arranged or assigned based on the business demands, nature of duties performed, and other factors. Occasional flexibility to work evenings or weekends may be required as job responsibilities demand. Regular work, after hours and/or weekend work may be performed remotely, if the capability exists. Little to no travel is expected for this position. This position mainly operates in an office environment during work hours, but may be expanded to assist and support employees in other departments within the Company; Occasional exposure to production equipment and machinery. The employee will manage multiple priorities daily and may be interrupted frequently to meet the needs and requests of employees. The environment may be busy and noisy. All required personal protective equipment is provided.

Physical Demands:

While performing the duties of this job, the employee will spend most of his/her time sitting using computers and standard office equipment such as phones, photocopiers and fax machines. Occasional moving and/or lifting of 10 pounds, stooping, bending and reaching with hands and arms. While performing these job duties, the employee is regularly required to see, talk, and hear.

Weldaloy Products Company provides Equal Employment Opportunity (EEO) to all applicants without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, height, weight or arrest record in accordance with applicable federal, state and local laws.