IT Support Specialist

Glenn O. Hawbaker, Inc.; State College (Centre County); On-site; USD 40,000 - 52,000; Full time

Job summary

Glenn O. Hawbaker, Inc. seeks a hands-on Help Desk Technician to provide technical assistance and support for computers, hardware, and software.

You will help employees stay productive by resolving issues promptly in a non-exempt, supervision-influenced environment. Responsibilities include responding to user inquiries, installing and maintaining end-user devices, deploying software, performing system maintenance, training users, documenting issues, and collaborating with IT staff.

Qualifications

• High school diploma or equivalent required.
• Current A+ certification or equivalent required.
• In lieu of a certification, an equivalent combination of education or relevant experience.

Responsibilities

• Respond to user inquiries regarding software, hardware, and network issues.
• Install, configure, and maintain end user devices (computers, mobile) and applicable applications.
• Provide technical support, troubleshooting; and repair for end user equipment.
• Execute software deployment packages for end user devices.
• Perform regular maintenance and updates to improve system performance.
• Train end-users on new technologies and software tools.
• Document and collaborate technical issues and solutions with IT members for future reference.

Skills

Excellent communication

Strong organizational skills

Problem solving

Multitasking

Adaptability to changing tech

Timely issue resolution

Confidential information handling

Education

High school diploma or equivalent

A+ certification

Tools

Microsoft Office

Screen sharing technology

Voice and data technologies

Samsung/Apple operating systems

Job description

Job Summary:

Provide technical assistance and support to ensure the efficient operation of computer systems, hardware, and software. This role is essential for maintaining the technological backbone of an organization and ensuring that employees can work without disruption. This non-exempt position works with direct and indirect supervision.

Essential Functions:

• Respond to user inquiries regarding software, hardware, and network issues.
• Install, configure, and maintain end user devices (computers, mobile) and applicable applications.
• Provide technical support, troubleshooting; and repair for end user equipment.
• Execute software deployment packages for end user devices.
• Perform regular maintenance and updates to improve system performance.
• Train end-users on new technologies and software tools.
• Document and collaborate technical issues and solutions with IT members for future reference.
• Perform receiving and inventory tracking / maintenance functions.
• Perform additional tasks and other assignments per supervisors' direction.
• Travel and / or drive personal or company vehicle to trainings, meetings, events, etc.
• Exercise proper care and maintenance of company equipment.

Knowledge of:

• Intermediate working knowledge of Microsoft Office Products (including office and operatign systems).
• Intermediate knowledge of voice and data technologies.
• Screen sharing technology
• Extensive knowledge of computer equipment and terms.
• Samsung, Apple operating systems and configurations.

Ability to:

• Communicate with employees and vendors who have widely differing levels of technical experience.
• Adapt to the constant changes in technology.
• Learn and follow GOH company policies and procedures.
• Prioritize and manage multiple tasks simultaneously.
• Follow through on issues in a timely manner.
• Efficiently and flexibly deal with changing priorities.
• Distinguish confidential and/or personal information and prevent unauthorized disclosures.

Qualifications:

• Must have strong organizational skills.
• Must have excellent interpersonal, verbal and written communication skills.
• Strong problem solving skills.

Education:

• High school diploma or equivalent required.

Experience:

• Previous Help Desk or Call Center experience preferred.
• Current A+ certification or equivalent required.
• In lief of a certification,an equivalent combination of education or relevant experience.

Required Training:

• Site Specific Hazard Training
• At least bi annual Help Desk application Training depending on versions and release cycles
• Managing Priorities Training
• Effective Communications Training
• Customer Service Training
• At least bi annual Microsoft application refresher depending on releases and versions deployed

Physical Requirements:

• (Constant 67-100%) - Talk and hear in conversations with GOH employees and customers.
• Constant (67 - 100%) Talk on telephone and hear telephone conversations.
• Constant (67-100%) Able to see and read PC screens, read normal type size print.
• Constant (67-100%) Normal vision and hearing range.
• Constant (67-100%) Use fingers/hands to type, write and file.
• Constant (67-100%) Sit for sustained periods of time.
• (Constant 67-100%) - Able to speak clearly.
• Constant (67-100%) Use/operate basic office equipment such as phones, computer, file cabinets, copier, etc.
• Frequent (34-66%) Bending, stooping, stretching, and prolonged standing.
• Occasional (0-33%) Lift and/or transport items weighing less than 35 pounds from one location to another throughout shift.
• Occasional (0 - 33%) Work in field or plant environment with exposure to adverse or extreme weather conditions, exhaust fumes, noise, dust, extreme temperatures.

This is a safety-sensitive position.