The IT Support Specialist will take ownership of users’ concerns and see problems through to resolution. Research, diagnose, troubleshoot and identify solutions to resolve blocking points. Follow standard procedures for proper escalation of unresolved issues to the appropriated internal IT department and, occasionally, access to any other departments’ responsible person. The IT Support Specialist will provide prompt and accurate feedback to users with a proper recording of problem resolution steps in the company support platforms. Answer questions from users and about features and General IT infrastructure and supported platforms.
1. Primary participant in the delivery of high performing service support function, prioritizing and managing many open cases at one time, making sure to meet company SLA standards.
2. Rapidly establish a good working relationship with all employees.
3. Install and configure computer hardware operating systems and applications.
4. Talk customers through a series of actions and supports, either face-to-face, over the telephone, or within the support platform, to help set up systems or resolve issues.
5. Troubleshoot system and network problems, diagnose and solve hardware or software faults in collaboration with other IT department team members.
6. Perform user onboarding creating user accounts, configuring IT equipment and participate to the employee orientation.
7. Perform user offboarding, disabling access as soon as possible, coordinating with HR team with equipment return and managing IT hardware second life.
8. In conjunction with the Supervisor, research, evaluate and recommend new hardware and software to support an expanding enterprise system infrastructure.
9. Document and maintain hardware and software standards.
10. Assist in maintaining accurate software and hardware inventory.
11. Maximize use of hardware and software by training users; interpreting instructions; answering questions.
12. Install software into production by properly and securely loading software into computer following specifications and requirements.
13. Place hardware into production by establishing necessary connections into the existing environment.
14. Contribute to team effort by accomplishing related tasks as needed.
15. Ensure Gerflor’s policies and procedures are understood and followed.
16. Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.
17. Travel up to 10% - regional office locations.
- Associates Degree or equivalent education and experience in Information Technology, or related discipline.
- 2 years of experience in an IT end-user support role.
- CompTIA A+ or Network+ Certification a plus.
- Clear understanding of Active Directory and basic Windows security.
- Strong knowledge of the Microsoft Office 365 suite of tools (emphasis on Outlook) a plus.
- Understanding of concepts related to Public/Private Cloud infrastructures and VMware/vSphere.
- Basic knowledge of TCP/IP networking, including DNS, DHCP and VoIP.
- Understanding of Enterprise ERP systems (MS Dynamics NAV), access methods and basic troubleshooting.
- Effective written and verbal communication skills and ability to listen and ask relevant questions.
- Strong customer facing/customer service skills.
THIS IS A HYBRID OPPORTUNITY - Work 3 days from the Connor Sports, Amasa, MI office location.
Base Salary Range: $58,000 - $70,000 annual
The base salary for this position may vary based on factors such as location, training, skills, and relevant experience. This position may include additional compensation in the form of bonus, incentive, or commissions. Bonus or incentive programs are subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
In addition, our comprehensive benefits include:
· Medical, Dental & Vision benefits.
· Flexible Spending and Health Savings Accounts.
· Company paid Life Insurance, Short and Long-Term Disability.
· Voluntary benefits include Legal, Identity Theft, Supp Life, Critical Illness, Accident, and Pet Insurance Programs.
· 401k & Company provided match.
· Paid Time Off, Paid Holidays and Parental Leave.
· Wellness Program, Service Awards, Educational Assistance, EAP, Product Discounts.
Gerflor USA creates and manufactures innovative, decorative and eco-responsible solutions for flooring and interior finishes. Leading the way in commercial flooring, Gerflor is the original manufacturer of homogeneous sheet flooring and resilient sports flooring. For more than 80 years in 100 countries, Gerflor continues to provide specialized resilient flooring solutions for designers, installers and facility managers who want on-trend, sustainable, and durable flooring products. From healthcare, retail, education, offices, sports, transportation and more Gerflor is the premier choice in flooring solutions. For more information, visit www.gerflorusa.com