IT Support Specialist at CEI Group

IT Support Specialist 

Summary

The IT Support Specialist position demands a blend of technical expertise and strong customer service abilities.

Individuals in this role provide first-line support for users dealing with computers, printers, phone systems, cell phones, and networking challenges.

Key responsibilities include assisting with IT hardware and software systems, diagnosing and resolving hardware and software issues, and troubleshooting network access and devices while conducting root cause analysis.

Candidates must possess the patience to navigate through various issues and adapt their communication style based on the user's knowledge level, personality, and location (whether remote or in another country).

They should be capable of crafting innovative solutions to address customer complaints and maintain composure in high-pressure situations. This vital role requires effective prioritization skills. Availability outside of standard business hours is necessary to address urgent work stoppage issues. Dependability, discretion, trustworthiness, the ability to think clearly under pressure, and a high degree of self-motivation are essential for performing job functions with minimal supervision.

Essential Duties and Responsibilities include the following.

• Ability to deconstruct complex issues, diagnosing, and resolving hardware, software, and network issues to ensure efficient operation.
• User Support: Providing technical support to employees globally, often serving as the first point of contact for IT-related problems.
• System Maintenance: Installing, configuring, and updating software and hardware components.
• Documentation: Keeping detailed records of issues, solutions, and changes to IT systems.
• Training: Educating users on new technologies and best practices to enhance productivity.
• Security: Implementing and maintaining security measures to protect data and systems.
• Ability to multitask and prioritize appropriately
• Communicate potential issues and share information with management and coworkers. 
• Support network infrastructure and management
• Shares responsibility for completing ERP Night/Month End Operations. 
• Take initiative to implement process improvements,
• Help implement new software and hardware
• Work with stakeholders on projects to improve how they interact with technology.
• Manage vendor relationships and contracts
• Interfaces with technology users, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Resolve problem situations in a professional manner.
• Invokes problem escalation procedures to coordinate recovery
• Isolates problem trends and ensures troubleshooting efforts are completed for recurring problems until permanent solutions are implemented. Other tasks as required, which may include after-hours / on-call duties

Education and/or Experience

• Two-yr college degree or appropriate Certification, minimum.
• 5+ years IT Help Desk Experience, including supporting remote users

• And/or training; or equivalent combination of education and experience.

Qualifications

• 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 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