IT Support Specialist

$47,840 - $52,000/Yr

Prolim Global - West Point, PA

Full-time - Entry Level

Remote - West Point, PA

Professional, Scientific, and Technical Services

About the position

The IT Support Specialist position at OneSource Support Services is designed to provide first-level support to customers, ensuring complete satisfaction with the services offered. This full-time role is based in West Point, PA, and involves a variety of responsibilities aimed at maintaining effective communication and service delivery. The specialist will be responsible for monitoring and responding to customer requests, processing service requests for equipment, and scheduling regular maintenance. The role requires a proactive approach to customer service, ensuring that all requests are handled efficiently and within the established service level agreements. In addition to general customer support, the IT Support Specialist will utilize a Computerized Maintenance Management System (CMMS) to capture and manage service events. This includes following up on service events to confirm completion and customer satisfaction, as well as maintaining accurate data entry to minimize errors. The specialist will also be responsible for coordinating with service delivery teams to meet service delivery goals and ensuring compliance with health and safety regulations. Effective communication is crucial in this role, as the specialist will need to articulate technical information clearly to both customers and service providers. The ability to establish rapport and trust quickly is essential, as is the capacity to escalate issues to management when necessary. The IT Support Specialist will also be involved in presenting results and metrics to management, contributing to continuous improvement efforts within the team.

Responsibilities

• Provide first-level support to customers contacting OneSource Support Services.
• Refer customers to the correct internal professionals for effective escalation and resolution.
• Monitor and respond to customer requests, ensuring effective communication and timely responses.
• Process requests for equipment service and schedule regular maintenance.
• Record all event activities in the applicable CMMS and ensure data accuracy.
• Communicate timely program information to service providers to ensure satisfactory service delivery.
• Review and schedule preventive maintenance and compliance activities, coordinating with customer requirements.
• Follow up on service events to confirm completion and customer satisfaction.
• Work with the service delivery team to meet service delivery goals and maintain compliance in health and safety.
• Provide visibility to data accuracy in comparison to process metrics and KPIs.
• Act as a point of escalation within customer site teams and share best practices.

Requirements

• Associate Degree and 2+ years of experience in a team-based customer service environment OR High School Diploma with 4+ years of experience.
• Experience with Microsoft Office, including MS Outlook.
• Excellent verbal and written communication skills.

Nice-to-haves

• High level of commitment to customer satisfaction.
• Ability to work effectively in a team and individually; organized with great time management skills.
• Demonstrated experience using software for word processing, email, and order entry.
• Proficiency in Microsoft Office; experience with SAP, Service Max, and Maximo is desirable.
• Exceptional analytical skills and excellent Excel skills.
• Open to change and technological offerings.
• Self-motivated individual with strong follow-up skills.

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance