IT Support Specialist

Job Summary As an IT Support Specialist, you will provide company-wide virtual and in‑person technical assistance regarding computer systems, software and peripherals throughout the organization. This includes evaluating the user’s request, quickly determining the appropriate resolution or escalation, communicating the resolution to the user, and fully documenting the process from inception through closure and follow‑up consistent with Harris’s support service level standards. Responsibilities Receive, respond to and monitor status of requests for technical assistance; update the ticketing system to reflect activities performed and status of requests to ensure timely completion of work orders in accordance with established policy. Follow escalation procedures where advanced troubleshooting or application support is needed to resolve end‑user issues. Answer questions, provide end‑user training, and resolve problems via telephone and email primarily using remote support software and tools. Provide and allocate necessary access to multiple software applications or folders for end‑users using admin tools and solutions provided. Support all user machines from initial setup and onboarding to equipment replacement, data transfer, account termination, and equipment return. Create detailed documentation for IT, both internal and external, regarding technical how‑to’s, troubleshooting processes and workflows. Assist in the administration of the primary ticketing system; create, update, and modify ticket templates, automations and triggers to improve efficiency and coordinate workflows. Participate in PMO governance processes to understand overall technology strategy at Harris; meet deadlines and requirements for milestones or deliverables assigned. Identify, gather and analyze data relating to non‑functional applications and software for incident reporting and resolution. Actively participate in deployment and relocation of computers and associated peripheral equipment. Meet and maintain adequate KPIs in technical support, ticket quality, and SLAs. Create and maintain application and end‑user documentation following applicable department, company and industry standards and policies. Identify, investigate, track and resolve minor project, system or application errors ensuring solutions are timely and of acceptable quality. Maintain inventory of all loaned laptops, desktops and peripheral equipment and accessories; initiate requests for replacements to ensure availability. Develop and apply standard computer images with authorized software to computers to ensure consistent configurations. Participate in preparation of fully integrated testing scenarios for application deployment and configuration; provide information to be evaluated as part of comprehensive testing plans. Research information systems across multiple levels and states and their relationships. Investigate root causes of poor performing processes, identify any process automation contributors, and recommend corrective actions. Qualifications High School Diploma required. Help desk or technical support experience. 2+ years experience diagnosing and resolving technical issues in a business environment. Excellent customer service experience. Proficient understanding of office productivity software. Proficient in using hardware and software diagnostic tools in a Microsoft Windows environment. Your life at Harris Harris is one of the country’s leading mechanical contractors, offering the stability, resources and opportunities of a national company and the team culture, creative spirit and customer loyalty of a local business. From stadiums to manufacturing facilities, power plants to hospitals, concert halls to classrooms, we handle projects of all sizes and complexities across multiple regional locations. Benefits and Compensation Medical, dental, vision, and life insurance. 401(K) with company match. Vacation time, sick time, and paid holidays. Paid parental leave. Short‑Term Incentive Plan. Additional benefit details: Pay Range $23.07 – $34.60 per hour. The actual salary offer will vary by candidate based on specific skills, qualifications, experience, and location. Equal Employment Opportunity Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr 1 Harris St Paul, Inc.