IT Support Specialist II

Overview

Who We Are:


Lippert is a leading, global manufacturer and supplier of highly engineered products and customized solutions, dedicated to shaping, growing and bettering the RV, marine, automotive, commercial vehicle and building products industries. We combine our strategic manufacturing capabilities with the power of our winning team culture to deliver unrivaled customer service, award-winning innovation and premium products to all our customers.


Why We are Different:


At Lippert, Everyone Matters. This is not just a tagline or empty promise; it is who we are. We have intentionally created a culture that values and celebrates our team members' unique and varied backgrounds, perspectives, and experiences. We strive to give our team members a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our team members.


What You will Get:

1. A unique, inclusive and supportive company culture.
2. Comprehensive benefit offerings including medical, dental, vision, 401k with employer match, vacation, and more!
3. Fair and competitive compensation.
4. Career development and mentoring and opportunities to grow.
5. Holiday, personal and vacation days.

Summary/Objective:


We are looking for an IT Business Support Specialist to assist staff to resolve technical issues and provide courteous and knowledgeable assistance with questions. They will function as on-sire support and provide both level 1 and level 2 support as needed.


All resources maintain, troubleshoot and repair technical infrastructure including desktop hardware, operation systems, applications and office systems. Serves as the first and second line of support for all user IT support issues within an area and works with available resources, hardware and software vendors to provide effective solutions, break/fix and problem resolution. Work as remote hands and onsite resource for other IT departments.


Duties and Responsibilities:

1. Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance
2. Respond to questions from emails, calls, and incidents
3. Become familiar with respective applications use throughout the organization.
4. Learn fundamental operations of commonly used software, hardware, and other equipment.
5. Follow standard IT Support operating procedures; accurately log all Service Desk tickets using the defined tracking software
6. Become familiar with helpdesk policies and services
7. Resolve or escalate incidents within a timely mannner
8. Interface with internal stakeholders and end users
9. Familiarity with the fundamental principles of ITIL/SLA
10. Exceptional written and oral communication skills
11. Exceptional interpersonal skills, with a focus on listening and questioning skills
12. Support for computer hardware and any authorized desktop software
13. Responsible for monitoring, operating, managing, troubleshooting and restoring service to any terminal service client, personal computers (PC) or notebook that has authorized access to the network
14. When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper level support team members
15. Develop trends by monitoring and analyzing incoming calls, problems and support requests
16. Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
17. Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician
18. Identify and learn appropriate software and hardware used and supported by the organization
19. Perform post-resolution follow-ups to help requests
20. Reinforce SLAs to manage end-user expectations
21. Serve as on-site support for remote plant operations
22. Remote hands for other IT departments
23. Delivery and setup of IT hardware/Retrieving of old hardware

To perform this job successfully, an individual 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 functions.


Working Conditions:

• Primarily working indoors, office environment.

• May sit for several hours at a time.
• Prolonged exposure to computer screens.
• Repetitive use of hands to operate computers, printers, and copiers.

Qualifications:

1. High school diploma or equivalent
2. 2-4 years of experience within customer service or technical support role
3. Driver's license needed.

Essential Functions:

1. Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.
2. Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
3. Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
4. Excellent oral and written communication skills.
5. Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
6. Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
7. Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
8. Ability to think around problems and come up with creative solutions is helpful.
9. Ability to work with or without direct supervision.

Competencies:

1. Ability to work both as a part of a team and individually
2. Applying expertise and technology to resolve issues
3. Analyzing and identifying trends in IT support incidents
4. Learning & researching changes within the IT field
5. Planning & organizing daily activities relating to IT support
6. Delivering results and meeting customer expectations
7. Achieving personal work goals and objectives

Supervisory Responsibility:


This role does not have any supervisory responsibility upon hiring.


Physical Demands:
While performing the duties of this job, the team member is regularly required to talk and hear. This position requires standing, walking, bending, kneeling, stooping, crouching, crawling. The team member may have to lift and/or move items over 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.


Position Type/Expected Hours of Work:


This is a full-time position and the expected work hours are decided by the hiring manager.


Travel:


Travel is required daily.


Preferred Education and Experience :

1. Manufacturing/industry IT experience
2. A+ certifications or equivalent
3. Associate degree in related field of study

Work Authorization/Security Clearance


Must be legally authorized to work in the United States.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties, responsibilities, and activities may change at any time with or without notice.


Pay Group : AAP/EEO Statement

Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, protected veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law. This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave-of-absence, access to benefits, layoff, recall, termination and other personnel matters. All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert.

Lippert's strong commitment to equal employment opportunity requires a commitment by each individual team member. Compliance with the letter and spirit of this policy is required of all team members. Violations of this policy should be immediately reported to your leader or to any member of leadership. Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.

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