IT Support Specialist

Camfil; Washington (NC); On-site; USD 42,000 - 70,000; Full time

Job summary

Camfil is seeking an IT Support Specialist to serve as the primary point of contact for incident triage and resolution at the Service Desk. You will ensure proper computer operation to support daily business tasks and may work hands-on at the desktop level. The role requires fast-paced performance in a dynamic environment.

The position supports end users, documents issues, and collaborates with IT teams. A degree in IT or equivalent experience is preferred, with strong communication skills and

Qualifications

• Bachelor’s degree or 2–3 years IT experience required.
• Experience troubleshooting Microsoft Windows and desktop products.
• Strong written and verbal communication skills.

Responsibilities

• Provide initial triage and resolution of end-user incidents via phone, email, and MS Teams.
• Record and track tickets using our ticketing system and escalate when needed.
• Perform hands-on fixes at the desktop level and assist in software/hardware upgrades.

Skills

Troubleshooting

Customer service

Windows desktop

Documentation

Team collaboration

Education

Bachelor’s degree in Information Systems/IT

Equivalent work experience 2–3 years

Tools

Active Directory

AS400

SQL

VMware

Exchange

SharePoint

Microsoft Dynamics

Veeam

Job description

CAMFIL - A GLOBAL LEADER IN AIR FILTERS AND CLEAN AIR SOLUTIONS
For more than half a century, Camfil has been a leading manufacturer of premium clean air solutions. We provide commercial and industrial systems for air filtration and air pollution control that improve worker and equipment productivity, minimize energy use, and benefit human health and the environment.
The Camfil Group is headquartered in Stockholm, Sweden, and has 30 manufacturing sites, six R&D centers, local sales offices in 30 countries, and nearly 6,000 employees and growing. We proudly serve and support customers in a wide variety of industries and in communities across the world. To discover how Camfil helps to protect people, processes and the environment, visit us at www.camfil.com .

SUMMARY:

The IT Support Specialist serves as a primary point of contact to perform the initial triage and resolution of incidents reported to the Service Desk. This role is to ensure proper computer operation so that end users can accomplish daily business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This position will also be exposed to more advanced systems and projects outside the normal end user computers. The candidate must be prepared to work in a fast paced demanding environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Interact with colleagues via telephone, e-mail, and MS Teams to provide and process information
• in response to inquiries, concerns, and requests about IT products and services
• Gather information and determine the issue by evaluating and analyzing the symptoms
• Identify and elevate priority issues per client specifications, redirecting to appropriate resources
• when necessary
• Process and record all tickets initiated by phone or by our ticketing software
• Able to “think outside the box” when evaluating all issues and projects
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Alert management to emerging trends in incidents.
• Assist in software releases and roll-outs and communication to the end users.
• Triage based on importance of incident
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Create help documents for end users
• Work in a timely manner
• Complete special projects and other duties as assigned. This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in the field relating to Information Systems or Information Technology preferred
• Degree may be substituted by proven work experience in the IT field (2-3 years of experience required)
• Certifications such as A+, Network+, etc. are a plus
• Proven experience with troubleshooting Microsoft Windows and Microsoft desktop products
• Knowledge of computer hardware, including CPU’s, RAM, Hard Drives, etc.
• Experience with Microsoft Windows Server operating systems
• Exceptional written and oral communication skills
• Exception interpersonal skills, with a focus on rapport-building
• Strong documentation skills
• Understanding of TCP/IP based networking
• Experience with advanced systems and software such as Active Directory, AS400, SolidWorks,
• Microsoft Dynamics, Exchange, SQL, SharePoint, VMware, or Veeam is a plus
• Work well with minimal supervision showing clear direction and initiative
• Ability to conduct research into a wide range of computing issues
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly, business-friendly and technical language
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment

WORK ENVIRONMENT:

While performing the duties of this job, the employee is exposed to office, warehouse, and plant environments. The work environment will require the use of personal protective equipment (PPE) in certain areas. Must be able to access and navigate each department at the organization’s facilities.

EEO STATEMENT:

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.