IT Support Specialist

JOB TITLE: IT Support Specialist

DIVISION: Administration

DEPARTMENT: Information Technology (IT)

LOCATION: 9301 Michigan Avenue

REPORTS TO: IT Manager

FLSA STATUS: Non-Exempt/Hourly

CLASSIFICATION: Full-time Regular

APPROVED DATE: 5/31/2023

JOB SUMMARY: Assists the IT Manager and the Company’s IT needs and maintenance including

installation, troubleshooting, and repair of hardware, software and network devices.

ESSENTIAL DUTIES & RESPONSIBILITIES:

1. Adheres to the mission of the SER Corporation.
2. Supports the IT Manager and effectively carries out assigned duties.
3. Provides desktop IT support including troubleshooting network, computers and printers.
4. Provides technical assistance to staff on the proper use of software and hardware.
5. Prepares computer equipment with the necessary software including PC, laptop and printer setup. Removes software as needed.
6. Ensures new hire work stations have computer, monitor, keyboard, mouse, desk phone, and any additional specialized equipment. Installs, tests and configure new workstation, peripheral equipment, and software.
7. Assists with network administration and server maintenance.
8. Assists with the necessary cabling when moving equipment to alternate locations.
9. Monitor and respond quickly and effectively to IT Support requests received.
10. Escalating Service Requests to the appropriate group or individuals as detailed in a timely and efficient manner.
11. Assists with keeping an up to date inventory of equipment.
12. Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES: None

JOB QUALIFICATIONS:

1. Associate’s Degree or equivalent two to four years of work experience in the IT field and/or industry certifications.
2. Minimum of 2-3 years prior experience in a Technical Support capacity.
3. Sound written and verbal communication skills necessary to effectively interface and provide exceptional customer service is required.
4. Must be a self-starter with the ability to adhere to procedure.
5. Ability to work independently or as part of a team effectively.
6. A sense of urgency and a commitment to timely completion of projects.
7. Attention to detail along with a commitment to quality and confidentiality.
8. Strong analytical, logical thinking and problem-solving skills are necessary.
9. Experience and knowledge of PC hardware, Microsoft applications, operating systems, and e-mail applications. (Knowledge of Sophos and Barracuda products is a plus.)
10. Expert knowledge of Microsoft Windows 10/11, Edge, Chrome, and Microsoft Office (Experience using Microsoft 365 is a plus.)
11. Proficient with Mobile Devices, wireless networks, and peripherals such as printers, scanner, etc.
12. Experience with safety, IT integrity protocols and knowledge of computer security best practices.
13. Ability to read manuals and procedural documents and follow departmental processes.
14. Excellent organizational and follow-up skills with strong attention to detail.
15. Ability to be a flexible, team player and willingness to learn in a fast-paced environment are a must.
16. Must possess and provide a valid Michigan Driver’s License and have access to reliable transportation to perform work at various company sites.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to sit, talk, use repetitive motion, type, and hear. The employee is frequently required to stand, walk, use hands and fingers to handle and feel, and reach with hands and arms. The employee is occasionally required to bend, kneel, crouch, climb stairs, and reach overhead. The employee must occasionally lift and/or move up to 40 pounds.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. This job operates in a normal office environment with little discomfort due to noise, dirt, dust and the like. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Equal Opportunity Employer

This job description is intended to describe the general nature and level of work being performed by a person assigned to this job. It is not to be construed as an exhaustive list of all job duties and responsibilities that may be performed by a person so classified. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.