Job Overview:

The IT Support Specialist provides technical support and assistance to employees across all departments, ensuring the reliable operation of hardware, software, and technology systems throughout the organization. This role is responsible for troubleshooting and resolving IT issues, configuring devices, maintaining technical documentation, and supporting system maintenance activities. The IT Support Specialist serves as a key resource for employees by providing guidance, training, and recommendations related to technology needs while promoting efficient use of IT resources. This position also supports the employee onboarding process by preparing and deploying technology for new hires and works collaboratively with all departments to build strong working relationships and deliver exceptional customer service.

Key Responsibilities:

• Provide IT support to staff across departments, including setting up and configuring devices, installing and repairing software, troubleshooting hardware, and escalating issues to relevant parties.

• Guide staff on proper channels for IT-related inquiries and recommendations and offer training and instruction as needed or appropriate.

• Create and maintain technical documentation from issue identification to resolution and ensure customer satisfaction by investigating complaints and suggesting improvements.

• Conduct routine maintenance and inspections of installations, and complete additional IT tasks and projects as required.

• Participate in the new employee onboarding process and build relationships with Progressive Surface departments and users.

Miscellaneous

• Receive day-to-day functional direction from the Technology Support Lead, including work assignment and priority.

• Work non-standard hours, as necessary.

• This is an on-site position located at our Grand Rapids, MI office.

• Must have the current and continuing right to work in the United States of America without restrictions or expiration.

• Other tasks, projects and work as assigned.

Qualifications and Skills:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Technical (military, trade school, college) training and/or 2+ years of relevant work experience.

• CompTIA A+ Certificate preferred but not required.

• Must have excellent communication skills, high attention to detail, and ability to write technical documentation.

• Must be able to prioritize, perform well under pressure, and work independently or within a team in a complex and fast-paced environment.

• Must display positive attitudes and behaviors that demonstrate an awareness and willingness to respond to customer needs, requirements and expectations.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is frequently required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk and hear. The employee is occasionally required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.

• Work at heights and from ladders.

• The employee must occasionally lift and/or move up to 49 pounds; and participate in group lifts of 50 pounds or more.

• Coordinate body movements when using tools or equipment.

• Reach and stretch to position equipment and fixtures while maintaining balance.

• Use hands to manipulate small wires and objects.

• Push or pull heavy objects into position.

• Capable of working in a noisy environment.

• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

The work environment is typical of an office setting.