Systems Support Specialist

Job Description

Job Description

Ready to turn your passion into a career? Do you dream of working in a dynamic and fast-paced logistics environment, supporting major events in sports, music, automotive, fine art, and film? Want the chance to collaborate with some of the biggest names in entertainment, media and luxury? Look no further! We’re looking for talented and passionate individuals like you to join our logistics team. 

The Rock-It Company provides mission-critical specialty logistics for complex, time-critical operations around the world. Built on a 48-year legacy, Rock-It brings together specialized expertise across concert touring, major sporting events, broadcast, film and television, experiential activations, workforce infrastructure and rapid response, as well as the transport and protection of fine art, rare automobiles and other irreplaceable assets. With a network spanning more than 160 countries, Rock-It provides the expertise and global execution required when there is little margin for error.

Location: Lititz, Pennsylvania 

Work Schedule: Regular business hours are Monday through Friday, 9:00 a.m. to 5:00 p.m. This is an non-exempt position and may require additional hours as necessary to meet business and operational needs.

The full-time Systems Support Specialist  will work from our Lititz, Pennsylvania office, and serve as a source of technical assistance and support to the local user community for data, voice, video, hardware, and software. You will respond to calls for break/fix, moving/relocating, and new setup of equipment, leveraging your knowledge and skills to assist the user in fixing the problem, or escalate the issue to the appropriate person. The System Support Technician is self-driven to follow all department processes and procedures, has the expertise to execute accurate, high-quality work with autonomy, and possesses the judgment to refer questionable situations to their supervisor. In this role, you will work side-by-side with seasoned IT leaders, deepen your expertise across all types of technical support work, and build a strong foundation from which to grow your career in the industry.

Responsibilities:

• Serve as a technical resource person for equipment maintenance and hardware/software purchases; provide training for employees and new hires in computer operations and the use of peripheral equipment 
• Learn and provide user support and training for Cargo Science, the company’s proprietary logistics system; create and deactivate users as needed 
• Create and maintain critical company resources, including Microsoft Active Directory and Exchange accounts 
• Monitor, add, update, and maintain IT helpdesk tickets; properly document all ticket resolutions and follow up with all parties involved to ensure the problem was resolved to their satisfaction 
• Track computer software and hardware operating status; ensure that computers, printers, and other peripherals are in operating order by performing maintenance and resolving issues, as necessary 
• Set up & install new equipment including desktops, laptops, printers, network equipment, etc. and configure all desktop software; assist users with general computer software problems/questions and escalate to the appropriate person when necessary 
• Maintain equipment inventory, reordering supplies as needed; report equipment problems or failures and provide the necessary documentation 
• Other duties related to IT, as assigned 

Qualifications:

• 1-3 years experience with computer imaging and helpdesk ticketing software 
• Confidence with troubleshooting/repairing desktop and laptop computers and standard office equipment (e.g., printers, copiers) 
• Proficiency with Microsoft Office Professional Products and Microsoft Azure Active Directory and Hybrid environments; experience with ERP software support, network, and phone equipment is preferred 
• Maintains a positive, proactive attitude and a commitment toward the continuous improvement of company culture and productivity; exhibits strong problem solving and troubleshooting skills
• Successfully performs functions of the job with minimal direction; creates, documents, and improves upon department procedures with autonomy 
• A sharp, strategic mind – the ideal candidate will be able to expertly prioritize competing responsibilities, meticulously organize multiple complex projects, apply a sharp attention to detail to all work, and handle time-sensitive issues while remaining cool under pressure 
• Excellent customer service, client relationship management, and communication skills; the judgment to thoroughly and timely relay all pertinent information to the proper stakeholders 
• Flexibility to travel; ability to commute to other global offices on occasion 

Don't meet every single requirement? We are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

What Rock-It Company Will Offer You: 

A growing logistics platform within the entertainment and luxury import/export logistics industry providing unrivaled experience and expertise for live events, touring, sports, luxury auto and art freight forwarding. Our teams serve as the premier freight forwarders handling some of the world’s biggest concerts, festivals, and sporting events for many high-profile clients across the music & sports industries to make the greatest shows and events possible across the world. 

Work with some of the most well-known and successful companies in the world. Your work will make an impact and be appreciated by others. 

Benefits & Perks That Rock!

• Recharge & Reset: Enjoy a generous PTO package with 18 vacation days, 2 floating holidays, 7 sick days, and 11 paid holidays annually. We know work-life balance is key.
• Your Health, Our Priority: Comprehensive medical, dental, and vision plans are just the start. Get employer contributions to your HSA if you choose a high-deductible health plan, plus access to convenient telemedicine through MDLive and mental health support through our Employee Assistance Program.
• Financially Fit: Secure your future with our 401(k) match and comprehensive employer-funded insurance (Basic Life, AD&D, Short-Term Disability, and Long-Term Disability).
• Family Matters: Welcoming a new addition? We offer generous paid parental leave for all parents.
• Perks with a Purpose: Grow professionally with Continuing Education Reimbursement, give back with Charitable Donation Matching, and even snag free tickets to client events (when available)!
• Culture Club: We love to celebrate! Join us for regular company events like birthday lunches, sports outings, volunteer opportunities, and more.
• Optional Add-Ons: Customize your benefits with supplemental insurance (accident, critical illness, hospital indemnity) and pet insurance through MetLife.
• Sweet Savings: Score potential discounts on home and auto insurance through Farmers Insurance.

The Rock-It Company is committed to the inclusion of all qualified individuals. As part of this commitment, Rock-It will ensure that persons with disabilities are provided with reasonable accommodation for the hiring process. If reasonable accommodation is needed, please contact  hiring@ rockitcompany.com. Rock-It provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to legally protected characteristics under applicable federal, state or local law pertaining to the employee’s state of employment.