IT Support Specialist

Cei Group S.A.S - Wilmington, OH

Full-time

Remote - Wilmington, OH

Specialty Trade Contractors

About the position

The IT Support Specialist position is a critical role that combines technical expertise with exceptional customer service skills. Individuals in this position serve as the first line of support for users encountering issues with computers, printers, phone systems, cell phones, and networking challenges. The role requires a proactive approach to assist with IT hardware and software systems, diagnose and resolve hardware and software issues, and troubleshoot network access and devices while conducting thorough root cause analysis. Candidates must demonstrate patience and adaptability in their communication style, tailoring their approach based on the user's knowledge level, personality, and location, whether remote or in another country. The ability to craft innovative solutions to address customer complaints is essential, as is maintaining composure in high-pressure situations. This vital role necessitates effective prioritization skills, as well as availability outside of standard business hours to address urgent work stoppage issues. Dependability, discretion, trustworthiness, and a high degree of self-motivation are crucial for performing job functions with minimal supervision. Essential duties include diagnosing and resolving complex hardware, software, and network issues to ensure efficient operation. The IT Support Specialist will provide technical support to employees globally, often serving as the first point of contact for IT-related problems. Responsibilities also encompass system maintenance, including the installation, configuration, and updating of software and hardware components, as well as keeping detailed records of issues, solutions, and changes to IT systems. Training users on new technologies and best practices to enhance productivity is also a key aspect of the role. Additionally, the specialist will implement and maintain security measures to protect data and systems, multitask effectively, communicate potential issues to management and coworkers, support network infrastructure, and manage vendor relationships and contracts. The role may also involve after-hours or on-call duties as required.

Responsibilities

• Diagnose and resolve complex hardware, software, and network issues to ensure efficient operation.
• Provide technical support to employees globally, serving as the first point of contact for IT-related problems.
• Install, configure, and update software and hardware components.
• Keep detailed records of issues, solutions, and changes to IT systems.
• Educate users on new technologies and best practices to enhance productivity.
• Implement and maintain security measures to protect data and systems.
• Communicate potential issues and share information with management and coworkers.
• Support network infrastructure and management.
• Complete ERP Night/Month End Operations as required.
• Take initiative to implement process improvements.
• Help implement new software and hardware.
• Work with stakeholders on projects to improve technology interactions.
• Manage vendor relationships and contracts.
• Interface with technology users, employing tact and diplomacy to promote a positive image of the department.
• Resolve problem situations in a professional manner.
• Invoke problem escalation procedures to coordinate recovery.
• Isolate problem trends and ensure troubleshooting efforts are completed for recurring problems until permanent solutions are implemented.

Requirements

• Two-year college degree or appropriate certification, minimum.
• 5+ years of IT Help Desk experience, including supporting remote users and/or training, or equivalent combination of education and experience.
• Strong organizational skills.
• Experience in personal computer hardware assembly and maintenance, software installation and troubleshooting, and peripheral device setup.
• Familiarity with various operating systems and software applications, including Microsoft Office and Windows-based products.
• Knowledge of Windows OS and iOS.
• Ability to support various devices connected to the network (Printers, multi-function devices, RF Readers, cell phones, etc.).
• Superior analytical skills, problem-solving abilities, technical knowledge, and decision-making ability.
• Excellent communication skills to interact with users and team members.
• Ability to work independently and manage multiple tasks simultaneously, and the ability to work well under stress and time pressures.
• Experience managing IT-related projects.
• Experience with Microsoft SharePoint and TEAMS.
• Experience supporting network infrastructure.