IT Support Specialist (Corelle Brands)

The Oneida Group; Mississippi; On-site; USD 40,000 - 60,000; Full time

Job summary

Anchor Hocking Company is seeking an IT Support Specialist to maintain smooth IT operations across the organization in Byhalia, MS. You will provide Tier 1 and Tier 2 technical support, assist end-users with hardware and software issues, and help manage requests through the ticketing system.

The role emphasizes customer service, strong communication, and teamwork, with opportunities to train users and contribute to knowledge base resources. On-call rotation is part of the duties.

Qualifications

• Primarily Tier 1 and Tier 2 IT support responsibilities.
• Experience supporting end-users and resolving hardware/software issues.
• Excellent communication to explain technical concepts to non-technical users.
• Ability to work in a fast-paced environment and collaborate with teammates.
• Willingness to obtain relevant certifications.

Responsibilities

• Provide Help Desk support and resolve hardware and software issues.
• Manage IT tickets and ensure timely resolution and clear end-user communication.
• Train end-users on IT systems and applications.
• Perform password resets and account unlocks per security protocols.
• Troubleshoot complex issues beyond Tier 1 support.
• Install, update, and maintain hardware and software.
• Support network infrastructure, including VPN and LAN/WAN.
• Manage endpoint devices and ensure security compliance.
• Document IT assets and support processes in knowledge base articles.
• Participate in on-call rotation.

Skills

IT support experience

Customer service

Team player

Problem-solving

Attention to detail

Education

Associate degree in IT or related field

Tools

Windows

macOS

Microsoft Office Suite

Active Directory

DHCP

DFS

DNS

Print Management

Job description

Anchor Hocking Company is a global industry leader in glass tabletop and houseware manufacturing. Since 1905, we have perfected preparation, presentation, and preservation in product categories such as dinnerware, food storage, drinkware, barware, bakeware, serveware, pantry, mix & measure, cutlery and more across iconic brands such as Corelle, Anchor Hocking, Corningware, and Chicago Cutlery.

We are one of the most recognizable glassware brands in the world. We do it by merging beauty, durability, and functionality. The results are products homes really need – made to use and made to last. All designed, marketed, and manufactured right here in the USA. Welcome to Anchor Hocking: discover the genius of utility.

Role Responsibilities

As an IT Support Specialist at Anchor Hocking Company, you will play a crucial role in ensuring the smooth operation of our IT infrastructure. This position combines responsibilities from Tier 1 and Tier 2 support, requiring both excellent customer service skills and technical expertise. Your primary duties will include but are not limited to:

• Help Desk Support: Provide technical support to end-users, including diagnosing and resolving hardware and software issues.
• Ticket Management: Receive, prioritize, and manage IT support requests through our ticketing system, ensuring timely resolution and excellent communication with end-users.
• User Training: Assist end-users in understanding and utilizing IT systems, software applications, and hardware devices.
• Password Resets: Handle password resets and account unlocks, adhering to security protocols.
• Advanced Troubleshooting: Investigate and resolve more complex IT issues that require expertise beyond Tier 1 support.
• Hardware and Software Maintenance: Perform hardware and software installations, updates, and upgrades as needed.
• Network Support: Assist in maintaining and troubleshooting network infrastructure, including LAN/WAN connectivity and VPN configurations.
• Endpoint Management: Manage and configure endpoint devices, ensuring security compliance and optimal performance.
• Documentation: Maintain accurate records of IT assets, configurations, and support processes. Contribute information to knowledge base articles.
• On-call Rotation: Will be expected to participate in a rolling on-call rotation.

Qualifications

• Education: An associate degree in information technology, computer science, or a related field is preferred but not required. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are a plus.
• Experience: At least 1-3 years of combined experience in IT support roles that encompass both Tier 1 and Tier 2 responsibilities.
• Technical Skills: Proficiency in troubleshooting hardware, software, and network issues. Familiarity with Windows and macOS operating systems, Microsoft Office Suite, and Active Directory. Familiarity with Microsoft DHCP, DFS, DNS, and Print Management are a plus.
• Customer Service: Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users.
• Team Player: Ability to work collaboratively in a fast-paced environment and assist team members as needed.
• Problem-Solving: Strong problem-solving skills and the ability to adapt to new technologies and challenges.
• Attention to Detail: Excellent attention to detail and a commitment to providing high-quality support.
• Certifications: Relevant certifications or a willingness to obtain them is a plus.

Primary Location

Byhalia, MS Monday – Friday 8AM – 5PM, with possible after-hours as needed including on-call rotation.