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IT Support Specialist - Tier 1 Onsite

Company: Harbor Wholesale Foods
Location: Lacey
Posted on: January 13, 2022

Job Description:

IT SUPPORT SPECIALISTShift Schedule: $21.00/hr -Mon-Thu 9am-5pm and Fri 7am-330pm w/on-call duties, rotating weekends, additional compensation paid.Reports to: IT Support ManagerThis position requires technical experience in IT Support and Help Desk tasks including and related to both software and hardware issues. This person will have experience in providing excellent customer service and train users on system equipment and software as well as maintain and ready equipment for daily use. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands -on help at the desktop level.ESSENTIAL JOB FUNCTIONS

  • Be responsive and proactive. Show rapid response to all issues as well as follow through until it has resolution. Reply to voicemails, emails and any other communication received within 24 hours, even though an answer is pending, or task being completed to let the user know so they are informed.
  • Provide phone support to customers calling the Support Desk.
  • Available after-hours by phone during on-call periods
  • Field incoming help requests from end users via telephone, in-person, and work orders in a courteous manner. Ensure that all system users are cared for as problems arise. Find solutions and implement.
  • Record all pertinent end user identification information, nature of problem or issue including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution. Ensure that internal and external customers are satisfied with the solutions.
  • Test fixes to ensure problem has been adequately resolved.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriate team.
  • Conduct training classes for internal and external users for up to 25 users. For example, train customers in use of new devices over the phone, walk sales rep through all their devices
  • Responsible for all IT related paperwork and documentation including, but not limited to, contracts, purchase orders and agreements.
  • Keep all hard- and software maintenance agreements up to date.
  • Maintain inventory of all required IT equipment.Education and Qualifications:
    • Able to take initiative - Bring it to the team leader's attention if you see something that could turn into a problem or a better way to fix something
      • High School diploma or equivalent.
      • Knowledge of basic computer hardware systems.
      • Microsoft business applications such as Office 365, Advanced Excel, Word, PowerPoint, etc.
      • Exceptional written and oral communication skills.
      • Good understanding of the organization 's goals and objectives.
      • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
      • Strong documentation skills.
      • Fluency in the English language both written and spoken.
      • Able to travel including overnight stays.
      • Able to cover other shifts when others are absent.
      • Must have a valid driver's license and driving record.
      • Physically must be able to complete the daily work as assigned. To promote to a Support Specialist II: Have A+ Certification

Keywords: Harbor Wholesale Foods, Lacey , IT Support Specialist - Tier 1 Onsite, Other , Lacey, Washington

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