IT Support Specialist I (On-Site)

Challenge Manufacturing Company - Walker, MI

Full-time - Entry Level

Walker, MI

Transportation Equipment Manufacturing

About the position

As an IT Support Specialist I at Challenge, you will play a crucial role in ensuring the smooth operation of our IT services. This position is designed for individuals who are passionate about technology and possess a strong customer service orientation. You will be working under the IT Operations Manager and will be responsible for providing first-level contact and problem resolution for customer issues reported through our call center, either by phone or via web tickets. Your ability to communicate effectively and resolve issues promptly will be essential in maintaining high levels of customer satisfaction. In this role, you will be tasked with resolving problems reported to the call center, providing timely updates on ticket status, and maintaining Help Desk documentation and knowledgebase articles. You will also be responsible for answering phone calls, acknowledging incoming Help Desk web tickets, and working with vendors to resolve issues when necessary. Your technical skills will be put to the test as you configure and image desktops or laptops as needed, and you will be expected to continuously improve your technical and soft skills to deliver outstanding customer service in a fast-paced environment. Regular attendance and punctuality are critical in this role, as you will be expected to work Monday through Friday at our Corporate Office in Walker, MI. The ideal candidate will thrive in a rapidly growing environment, demonstrating the ability to work independently while also collaborating effectively with team members on various tasks and projects. This position offers an excellent opportunity for growth and development within the IT field, as you will be encouraged to learn and expand your skill set continuously.

Responsibilities

• Resolve problems reported to the call center by phone or web tickets.
• Provide first-level contact and problem resolution for customer issues.
• Provide timely communication on ticket status and resolution.
• Update and maintain Help Desk Documentation and knowledgebase articles.
• Answer phone calls entered into the call center and resolve or escalate issues as needed.
• Acknowledge and work on incoming Help Desk web tickets, resolving or escalating as needed.
• Quickly and effectively communicate with customers within the set SLA.
• Work with vendors to resolve issues when required.
• Configure/image desktops or laptops as needed.
• Continually update and improve documentation of the customer environment.
• Continuously improve upon technical skills within assigned areas of expertise.
• Continuously improve upon soft skills required to deliver outstanding customer service in a fast-paced environment.
• Maintain regular, predictable, and punctual attendance.

Requirements

• Associates degree in computer science, computer systems and networks, network security or equivalent work experience.
• Demonstrate strong organization skills and excellent communication skills (both oral and written).
• Detail-oriented with the ability to multi-task in a result-driven environment.
• Clear and effective verbal and written communication skills.
• A working knowledge of the Windows Operating System.
• Demonstrated fast learner with the ability to find and understand instructions on the fly.
• Outstanding customer service skills with a desire to make every caller happy.
• An understanding of Active Directory account creation, password resets, and other basic AD administration tasks preferred.
• Basic network knowledge and troubleshooting skills.

Nice-to-haves

• Experience with Active Directory administration tasks.
• Familiarity with network troubleshooting tools and techniques.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Health Savings Account with annual employer contributions
• Flexible Spending Accounts
• Company-paid Short-Term Disability
• Basic Life insurance
• Voluntary Life insurance
• Long-Term Disability insurance
• Employer 401k Match
• ESOP shares
• Tuition reimbursement
• Referral Bonus Program
• Challenge Incentive Program
• Paid time off