IT Service Desk Analyst III

Singer Equipment Company; Birmingham (AL); Hybrid; USD 52,000 - 80,000; Full time

Job summary

Singer Equipment Company is seeking an IT Support Specialist to serve as a mid-advanced escalation point within the Help Desk. The role supports IT operations, security, and ERP systems onsite at primary locations and travel as needed.

Candidates should have strong communication, customer service, and technical skills across Windows, Office 365, AD, VPN, and related tools. On-site presence is required at times.

Qualifications

• High school diploma or GED required.
• Experience with Office 365 and IT fundamentals.
• Good understanding of computer systems, mobile devices, and tech products.
• Proficient in English with strong communication skills.
• Willingness to work onsite and travel to locations as needed.

Responsibilities

• Provide mid-advanced level IT support as escalation point in Help Desk.
• Assist with day-to-day IT operations, security, and infrastructure tasks.
• Support ERP systems and on-site hardware, printers, and endpoints.
• Manage user accounts and assist with onboarding/offboarding processes.
• Coordinate with Senior IT Manager for tasks and projects.

Skills

Customer service mindset

Communication

Teamwork

English proficiency

Problem solving

Tech savvy

Interpersonal skills

On-site readiness

Education

High school diploma or GED

ITIL Foundation Certification

Tools

Office 365

Azure Active Directory

Active Directory (On-Prem)

VPN (Cisco AnyConnect)

Citrix Workspace

OneDrive

Teams

ERP systems (Prelude, Sage, TRX, QuickBooks)

Windows Server

Network hardware (firewall, router, switch)

Printer devices (Zebra, office printers)

Field site support

Job description

OVERVIEW

The IT Support Specialist isa 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, andstrong familiarity with IT Security and Infrastructure, In addition, this position should havethe necessary experience to provide standard ERP support. The position requires to beonsite 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.

Responsibilities and Skills Set

• 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
• (2) TWO - IT SUPPORT PROCESS ASSIGNED (ONBOARDING, OFFBOARDING, ERP SYSTEMS) 1 TO 3 – Advanced: Low, Mid, High
• 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