Job Summary

The IT Customer Experience Specialist serves as a primary point of contact for technical support within the organization. This role is responsible for providing exceptional customer service experience while delivering timely and effective onsite and remote IT support to all NEFCO colleagues and locations. The technician will handle the initial triage, diagnosis, and resolution of technical issues, and manage the lifecycle of user hardware and software.

Key Responsibilities

1. Fundamental Technical Support & Troubleshooting

• Perform Tier 1 diagnosis, testing, and resolution for hardware and software issues.
• Provide technical support for a range of hardware including desktop PCs, laptops, printers (HP, Zebra), desk phones (Mitel), fax machines, and mobile devices (iPhone, Android).
• Support a variety of software applications, including but not limited to, the Microsoft Office suite, Autodesk, Epicor Eclipse, and Adobe products.
• Utilize remote control software to efficiently assist off-site staff and colleagues at branch offices.
• Assist in providing support for server-based applications and other IT-related systems such as videoconferencing and IP phones.
• Apply a foundational understanding of client/server network environments and VPN technology to troubleshoot connectivity issues.

2. Service Request & Incident Management

• Act as the first point of contact for all incoming IT support requests.
• Triage, prioritize, and manage multiple colleague inquiries simultaneously in a fast-paced environment.
• Document all support issues, user communications, and resolutions comprehensively within the IT ticketing system.
• Escalate complex issues to Tier 2 support or other IT teams as appropriate, ensuring a smooth hand-off.

3. Hardware & Software Lifecycle Management

• Deploy new hardware systems and software applications for new hires and as part of employee upgrade cycles.
• Configure and deploy company-approved mobile devices to colleagues.
• Assist with the tracking and management of IT hardware and software inventory.
• Contribute to the efficient and proper disposal of retired or expired hardware in accordance with company policy.

4. Service Delivery & Documentation

• Deliver an outstanding and professional customer service experience to all Tiers of the organization, from entry-Tier to executive leadership.
• Maintain clear, timely, and professional communication with end-users regarding the status of their requests.
• Create and maintain documentation for technical processes, findings, and resolutions.

5. General Duties

• Participate in a rotating on-call schedule to provide after-hours support.
• Adhere to all IT policies and procedures.
• Perform other related duties as assigned.

Preferred Qualifications

• Experience: A minimum of 2 years working in a Desktop Support or Help Desk role.
• Education: Bachelor’s degree in computer science, Information Systems, or a related field; or an equivalent mix of an Associate's degree and/or additional relevant IT experience.
• Technical Skills: 
• Proficiency with Windows Operating Systems.
• Working knowledge of VoIP and current mobile device platforms (iOS & Android).
• Experience with ticketing systems is required.
• Experience with Dell business-class hardware, HP/Zebra printers, Mitel phone systems, and Epicor Solar Eclipse is considered a plus.
• Working knowledge of Office 365 Enterprise suite (Exchange, Teams, SharePoint, MFA).
• Experience with Freshservice or other ITSMs.
• Professional Skills:
• Excellent verbal and written communication skills, strong problem-solving abilities, and meticulous documentation habits.
• Proven ability to work effectively both independently and as part of a team.

Additional Requirements

• Ability to occasionally travel to other company sites within driving distance (mileage will be reimbursed).
• Must be able to handle multiple inquiries and requests in a fast-paced environment.
• The ability to occasionally lift and move equipment and boxes weighing up to 40+ pounds.