IT Service Desk Analyst III

Singer Equipment Company, Inc; Birmingham (AL); On-site; USD 55,000 - 75,000; Full time

Job summary

Singer Equipment Company, Inc. is seeking an IT Support Specialist to serve as a mid-advanced escalation point within the Help Desk. The role is on-site at primary warehouse/office locations and involves supporting IT operations, security, and ERP systems such as Prelude, Sage, TRX, and QuickBooks.

Day-to-day tasks include hardware support, printer management, active directory, VPN access, and incident resolution, with occasional travel to other sites as needed.

Qualifications

• High school diploma or GED required; ITIL or security certifications are a plus.
• Microsoft Office 365 experience and proficiency with Office apps.
• Good understanding of computer systems, mobile devices, and other tech products.
• Strong English communication and interpersonal skills.
• Willingness to travel to different locations occasionally.

Responsibilities

• Provide day-to-day IT support onsite at warehousing/office locations.
• Escalate complex issues to Senior IT Manager and manage onboarding/offboarding processes.
• Support ERP systems and maintain security/infrastructure practices.

Skills

Customer service mindset

Communication

Team collaboration

IT hardware repair

Mobile devices

Printer hardware

Office 365

Outlook and Exchange

Ticketing systems

Asset management

Azure Active Directory

On-Prem Active Directory

MFA security

VPN - Cisco AnyConnect

Citrix Workspace

OneDrive

Teams

Remote tools

ERP systems support (Prelude, Sage, TR

Windows Server

Network fundamentals

Firewall / Router / Switch

Patch panel / wall jacks

WiFi access points

Field site support

User account management clearance

Education

High school diploma or GED

A+ / Network+ / Security+ (plus)

Tools

Windows Server

Azure AD

Active Directory

Job description

Overview

The IT Support Specialist is a mid-advanced position that serves as a point of escalation within the Help Desk department. This position will be responsible for several IT processes and will require the necessary mid to advanced technical and interpersonal skills to provide strong technical support in many areas of IT operations. This will include day-to-day support, and strong familiarity with IT Security and Infrastructure, In addition, this position should have the necessary experience to provide standard ERP support. The position requires to be onsite at any of the primary warehouse/office locations or any other locations as deemed necessary. The position will be responsible for 1 to 2, IT processes, and be assigned tasks and or projects from time to time by the Senior IT Manager as needed.

Task/Skills

Responsibilities and Skills Set:

PROFICIENCY LEVEL RANGE

• CUSTOMER SERVICE – MINDSET 1 TO 3 – Advanced: Low, Mid, High
• COMMUNICATION – ABILITY TO COMMUNICATE WELL AND PROFESSIONALLY 1 TO 3 – Advanced: Low, Mid, High
• GOOD WORK ATTITUDE / ETHICS 1 TO 3 – Advanced: Low, Mid, High
• Works Well With Others 1 TO 3 – Advanced: Low, Mid, High
• COMPUTER HARDWARE – LAPTOPS / DESKTOP BREAK-FIX 1 TO 3 – Advanced: Low, Mid, High
• MOBILE DEVICES (CELL PHONE, TABLETS) 1 TO 3 – Advanced: Low, Mid, High
• WORKGROUP OFFICE PRINTER 1 TO 3 – Advanced: Low, Mid, High
• ZEBRA PRINTERS 1 TO 3 – Advanced: Low, Mid, High
• SCAN DEVICE (HANDHELD) 1 TO 3 – Advanced: Low, Mid, High
• OFFICE 365 PRODUCTS (WORD, EXCEL, POWERPOINT) 1 TO 3 – Advanced: Low, Mid, High
• OUTLOOK - MAILBOX 1 TO 3 – Advanced: Low, Mid, High
• EXCHANGE – OUTLOOK ACCOUNT 1 TO 3 – Advanced: Low, Mid, High
• TICKET SYSTEM 1 TO 3 – Advanced: Low, Mid, High
• ASSET MANAGEMENT 1 TO 3 – Advanced: Low, Mid, High
• AZURE ACTIVE DIRECTORY 1 TO 3 – Advanced: Low, Mid, High
• ON-PREM ACTIVE DIRECTORY 1 TO 3 – Advanced: Low, Mid, High
• ONBOARDING PROCESS 1 TO 3 – Advanced: Low, Mid, High
• OFFBOARDING PROCESS 1 TO 3 – Advanced: Low, Mid, High
• MULTIFACTOR SECURITY PRODUCT (DUO SECURITY) 1 TO 3 – Advanced: Low, Mid, High
• VPN – CISCO ANYCONNECT 1 TO 3 – Advanced: Low, Mid, High
• CITRIX - WORKSPACE 1 TO 3 – Advanced: Low, Mid, High
• ONEDRIVE 1 TO 3 – Advanced: Low, Mid, High
• TEAMS 1 TO 3 – Advanced: Low, Mid, High
• REMOTE TOOLS 1 TO 3 – Advanced: Low, Mid, High
• ERP SYSTEMS (PRELUDE, SAGE, TRX, QUICKBOOK) 1 TO 3 – Advanced: Low, Mid, High
• WINDOWS SERVER 1 TO 3 – Advanced: Low, Mid, High
• NETWORK FIREWALL 1 TO 3 – Advanced: Low, Mid, High
• NETWORK ROUTER 1 TO 3 – Advanced: Low, Mid, High
• NETWORK SWITCH 1 TO 3 – Advanced: Low, Mid, High
• NETWORK PATCH PANEL / NETWORK PORT WALL JACK 1 TO 3 – Advanced: Low, Mid, High
• ACCESS POINT (WIFI) DEVICE 1 TO 3 – Advanced: Low, Mid, High
• FIELD TECHNICIAN – SITE TO SITE SUPPORT (TRAVEL) 1 TO 3 – Advanced: Low, Mid, High
• USER ACCOUNT MANAGEMENT CLEARANCE 1 TO 3 – Advanced: Low, Mid, High
  • TWO - IT SUPPORT PROCESS ASSIGNED (ONBOARDING, OFFBOARDING, ERP SYSTEMS)
• KNOWLEDGE BASE ARTICLES 1 TO 3 – Advanced: Low, Mid, High
• PROCESS AND PROCEDURE DOCUMENTATION 1 TO 3 – Advanced: Low, Mid, High

Minimum Qualifications

• High school diploma or GED
• Microsoft Office 365 experience
• Tech savvy with working knowledge of Microsoft Office products
• Good understanding of computer systems, mobile devices, and other tech products
• Proficiency in English
• Excellent communication and interpersonal skills
• Customer-oriented and cool-tempered
• May be required to work 1st and or 2nd work schedule
• Moderate physical activity that requires handling and or lifting objects up to 25 pounds
• Some traveling is required to the different locations
• Knowledge of PCI standard compliance requirements is a plus, not a must

• ITIL Foundation Certification is a plus, not a must
• Network Troubleshooting Experience
• An extensive amount of experience in basic computer troubleshooting
• Experience with Active Directory (Account Creation, password reset, OneDrive) A+ / Network + / Security+/MCSA / MCSE are a plus, but not required