Complex IT Support Specialist

Wayne-Sanderson Farms - Danville, AR

Full-time

Danville, AR

Food Manufacturing

About the position

The Complex IT Support Specialist is a hands-on role that focuses on the computer and network system operations at the assigned location, ensuring optimal functioning and supporting the implementation and rollout of IT-related projects. This position is crucial for managing end-user help requests related to software and hardware issues, thereby maintaining the efficiency of IT services within the organization. The specialist will lead technology-related efforts, ensuring that IT projects and updates are uniformly completed while providing guidance to Technology Specialists as needed. In this role, the specialist will evaluate documented resolutions to identify trends and develop solutions to prevent recurring problems. This involves communicating with management about emerging incident trends and coordinating activities with the corporate help desk, network services, and other IT groups to ensure that the appropriate teams are engaged in projects and issues. The specialist will also assist corporate IT with software releases and rollouts, ensuring that end users are informed of changes and updates, and providing training when applicable. The position requires hands-on repairs at the desktop level, including installing and upgrading software, installing hardware, monitoring nightly backups, and configuring systems and applications. The specialist will prioritize and schedule end-user help requests, escalating issues to the appropriate personnel when necessary. Regular documentation and updates on project statuses will be compiled and communicated to relevant personnel. Additionally, the specialist will provide feedback on successes and areas for improvement to the leaders of Technology Resource Specialists at the assigned locations, while ensuring compliance with safety guidelines and managing safety policies and procedures. Other relevant duties may be assigned as needed.

Responsibilities

• Lead the technology related efforts for assigned location to ensure implementation and rollout of IT projects, updates, etc. are completed uniformly, providing guidance when needed to Technology Specialists
• Evaluate documented resolutions for assigned locations to determine if there are trends, develop solutions to prevent reoccurring problems and communicate management concerning emerging incident trends
• Coordinate activities with corporate help desk, network services, and other related IT groups to ensure appropriate group is engaged from projects, issues, etc.
• Assist corporate IT with software releases and rollouts, communicating changes/ updates to end users and providing training if applicable
• Install, modify, and make necessary repairs to computer hardware and software systems, providing technical assistance and training to system users
• Perform hands-on repairs at desktop level, including installing and upgrading software, installing hardware, monitoring nightly backups, and configuring systems and applications
• Prioritize and schedule end user help requests escalating to appropriate personnel when needed
• Gather documentation, compile and provide updates, statuses and completions to appropriate personnel
• Provide regular feedback on successes and opportunities for improvement to appropriate leader for Technology Resource Specialists in assigned locations
• Follow and ensure others comply with all safety guidelines, establishing and managing safety policies and procedures
• Perform additional relevant duties as assigned

Requirements

• High School diploma or equivalent
• Minimum five (5) years IT field experience in a team-based environment
• Strong customer focus with the ability to communicate, both verbal and written, with all levels of the organization and external customers in a timely and professional manner
• Self-starter who demonstrates strong initiative and sense of urgency, with the ability to work in a fast-paced environment
• Strong organizational skills with the ability to prioritize and manage multiple projects while maintaining attention to detail
• Must possess a strong customer-centric attitude and high energy level

Nice-to-haves

• Preferred Certifications: MCP- MCSE, CompTIA A+