Progress Rail Services - Albertville, AL
posted 5 months ago
About the position
The IT Support Specialist role at Progress Rail is designed to provide essential support to enhance operational efficiency within the organization. This position is pivotal in assisting customers with a variety of technical issues or inquiries related to computer hardware and software. The IT Support Specialist will engage with end users primarily through phone calls or support management software, helping them diagnose and resolve technical problems effectively. This role requires a proactive approach to problem-solving and a commitment to delivering high-quality customer service. Key responsibilities include troubleshooting common user problems in real-time, which encompasses software functionality, network troubleshooting, and installation, as well as personal computer and network configuration. The IT Support Specialist will also be responsible for global incident routing, which involves validating, processing, triaging, and making routing decisions for technical issues. Prioritizing production-critical issues and escalating them to the appropriate technical staff is crucial to ensure minimal disruption to operations. In addition to these responsibilities, the IT Support Specialist will assist with domain maintenance, web filtering, internet and firewall issues, and entry-level application maintenance. The role also involves network and server hardware configuration, Sarbanes-Oxley reporting, and providing extra phone support as needed. The specialist will prepare statistical and data reports, including usage trends and analysis, and will provide both remote and on-site support to all staff members. Active involvement in problem resolution, follow-up, testing, and equipment suggestions is expected, along with facilitating warranty claims and exchanges. The position may require minimal travel to domestic facilities and other duties as assigned.
Responsibilities
- Solve common user problems in real time including software functionality, network troubleshooting, and installation.
- Assist customers with technical issues related to computer hardware or software.
- Take phone calls from end users or communicate through support management software.
- Prioritize production-critical issues and escalate them to appropriate technical staff.
- Complete domain maintenance and assist with web filtering, internet, and firewall issues.
- Provide remote and on-site support to all staff.
- Prepare statistical and data reports, including usage trends and analysis.
- Facilitate warranty claims and exchanges.
- Accurately record customer support issues in tracking system.
- Provide extra phone support and coverage as needed.
Requirements
- High School diploma or equivalent is required; Associate's degree in IT related field preferred; Bachelor's degree in an IT related field preferred.
- Basic networking experience with TCP/IP and Windows network.
- Basic system administration experience, Windows preferred.
- Familiarity with Microsoft products, Linux, IBM, LN, and SAP.
- 2 plus years IT/Computer experience preferred.
- Basic Microsoft Office experience, including Word and Excel preferred.
- Prior technical support/call center experience preferred.
- CompTIA A+ Certified preferred.
- CompTIA Network+ Certified preferred.
Nice-to-haves
- Microsoft certifications preferred.
Benefits
- 401(k) matching
- Dental insurance
- Disability insurance
- Flexible spending account
- Health insurance
- Opportunities for advancement
- Paid time off
