WORK SHIFT:

First Shift (United States of America)

JOB DESCRIPTION:

ITSupport Specialist IIwill be responsible for resolving Help Desk tickets in a timely manner. This role will support users located in-office and remotely. This position provides support for desktop, laptop and infrastructure technology environments including MS Office suite, Windows workstation operating systems, application software, networking, workstation hardware failures. This individual will have a working knowledge of basic computer hardware issues, the installation of Windows Operating systems, desktop applications, creating and managing user accounts, password issues via Active Directory. This position requires a superior service-oriented approach to dealing with all workstation operations and user community. The Support Specialist IIis a hands-on position.

ESSENTIAL JOB FUNCTIONS

Performs Level 1/2 technical support for workstation computers, hardware, application software, operating systems, and connectivity to networks, printers RF Guns and other network attached equipment.
Immediately responds to critical incidents by gathering all relevant stakeholders and managing issue resolution, in order to ensure systems are up and running as quickly as possible and completed with appropriate incident management documentation.
Installs, configures, tests, maintains, monitors, and troubleshoots end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products.
Assist in implementing the company’s information technology cybersecurity policies.
Receives and responds to incoming calls, texts, and/or e-mails regarding hardware problems in a timely, service-oriented manner.
Develops and maintains an inventory of all peripherals – provide asset management.
Schedules and performs hardware and peripheral equipment improvements, upgrades, and repairs.
Configure and install new computer systems and associated software.
Ensures IT Systems are continuously available to employees and are kept up-to-date in support of our manufacturing production and administrative work functions.
Maintain working knowledge of the following operating systems: Windows 10/11, Server 2019/2022 and Mac OS
Complete appropriate incident management documentation.
Serves as a subject matter expert on applications and systems as assigned by IT Management
Maintains current, working knowledge of the following operating systems: Windows workstations, Windows Servers, Mac
Maintains a thorough understanding of all Microsoft Office application products and suites, including Office 365 and others.
Communicates consistently and clearly in written and verbal form with customers as well as support resources.
Effectively analyzes issues, determines root cause, and identifies appropriate solutions.
Provides high quality customer service, empathizing with client concerns and maintaining a positive service attitude.
Provides accurate and timely entry of information related to resolution or preventive actions associated with service requests.
Provides an escalation path to customers for final resolution of complex issues. Works independently to resolve basic network connectivity and issues with workstations.
Maintains and updates systems documentation as needed.
Follow all IT Policies and Procedures

Maintain reliable and consistent attendance, including being punctual, and dependable in order to meet the needs of the department and the organization.
Execute each essential duty satisfactorily in order to perform job successfully.
Follows all safety procedures required in work area, wears PPE as needed, attends all safety meetings, and reports safety issues regarding equipment or unsafe/hazardous conditions.
Performs effectively as a team member, able to work well with others, open to receive and give feedback, and treats everyone with respect.
Takes ownership of own work and behavior, accepts accountability for own actions, encourages solutions, and communicates status of work/projects.
Follow all department quality standards/criteria. Raise concerns and issues to immediate manager.
Able to understand and demonstrate Cambro company culture, display company core values (Safety, Quality, Respect, and Service).
Understands department’s key performance indicators and contributes to achieve these goals both individually and as a team.
Other duties as needed or required.

ADDITIONAL RESPONSIBILITIES

Must be able to work overtime as needed, remain flexible and open to possible schedule changes in order to meet business needs.

REQUIRED QUALIFICATIONS

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.

Significant experience with Windows Desktops, Windows printing, and Mobile applications.
Good interpersonal, customer service and troubleshooting skills.
Ability to communicate technical information, both verbal and written to a wide range of end-users
Capable of working well in a team environment but must also possess the ability to work well alone.
Must be willing to learn new technologies.
Needs to have a security first focus and mentality

PREFERRED QUALIFICATIONS

2 or more years of experience in IT and business/industry
Experience in the most current technologies and products used in the industry.
Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to business leaders, and business concepts to the infrastructure workforce.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Ability to communicate effectively, both orally and in writing.
IT Related Certifications preferred.

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.

Sitting, walking, standing, bending at the neck, bending at the waist, squatting, climbing, kneeling, crawling, twisting at the neck and waist, repetitive use of hands, simple grasping, power grasping, fine manipulation, pushing and pulling, reaching above and below the shoulder, carrying/lifting up to 100 lbs.

Driving cars, trucks, forklifts, and other equipment
Working around equipment and machinery
Exposure to excessive noise
Exposure to dust, gas, fumes, or chemicals
Working at heights
Walking on uneven ground

PPE Requirements

Safety glasses
Utility gloves/cutting gloves
Leather top/slip-resistant shoes
Hardhat
Hearing protection (e.g. earplugs, earmuffs)
Face shields
Face covering (mask) in accordance with company policy.

COMPENSATION RANGE:

$29.28 - $33.00

Salary may vary based on experience.

CAMBRO is proud to be an equal-opportunity workplace. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based upon race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic information, military or veteran status, or other characteristics protected by law.

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