ITSC SUPPORT SPECIALIST I

Now Foods; Sparks (NV); On-site; USD 42,000 - 62,000; Full time

Job summary

Now Foods is seeking an ITSC Support Specialist to deliver frontline IT support and customer service for our user community. This role will resolve problems, install software and hardware, and handle tickets, emails, calls, and walkups from users requesting IT service.

Responsibilities include imaging, installation, configuration, testing of the desktop environment, and first level support for printer and hardware issues. Weekend/on-call duties and a Saturday-Wednesday schedule are required.

Qualifications

• Associates degree or equivalent; 1 year related experience or tech certs considered
• Broad technology background with end-user computing, thin clients, Citrix, PC and Mac OS X hardware
• Strong proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)

Responsibilities

• Responds to User support requests via phone, email, chat, or walkups
• Opens ITSC tickets and provides ongoing status updates
• Maintains customer service excellence and follow-up to ensure issue resolution
• Assists imaging, installation, configuration and testing of desktop environment

Skills

Customer service

Microsoft Office

Citrix Desktop

End user computing

Printer support

Education

Associates degree

Technical certification

Tools

Citrix Desktop

Active Directory

Job description

***** This position will be a Saturday-Wednesday schedule (8:00AM-5:00PM)

Job Summary:

Primary role of the ITSC Support Specialist is to provide exceptional front line IT support and customer service for our User Community. This role will also provide maintenance of computer desktop environment by analyzing requirements, resolving problems, installing software and hardware solutions and supporting the IT Service Center. This includes but is not limited to taking and responding to tickets, emails, calls and walkups from users requesting IT service and support.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Responds to all forms of User support requests included but not limited to - ITSC Phone Coverage, email to the ITSC, face to face requests and network / system outages.
• Opens ITSC Tickets and provide status updates.
• Provides a high level customer service experience.
• Provides follow-up calls to ensure satisfactory issue resolution.
• Builds and maintains working relationships with all IT Peers.
• Assists with the imaging, installation, configuration and testing of the desktop environment.
• First level response for all Desktop hardware/software problems: Identify source and trends of technical problems to prevent future occurrences.
• First level support to diagnose printer/printing issues.
• Recommends ways to improve product and service support levels.
• Assists in the maintenance and support and creation of User Ids and User security.

SAFETY RESPONSIBILITY STATEMENT

Supports a culture of safe production and exhibits safe work practices. Actively participates in the safety program by engaging in safety activities. Effectively provides and accepts constructive peer-to-peer feedback on safety performance. Adheres to policies, procedures, SOP's, safe work practices, and safety policies and procedures. Reports ALL workplace incidents to supervisor immediately. Communicates concerns to supervisor, reports hazards, and provides input on prevention. Properly uses, wears, and stores Personal Protective Equipment when required. Participates on safety teams and/or completes safety-related activities as part of regular job responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• Associates degree (B. A.) from a college or university OR degree from an accredited Technical Institution OR at least one year of related experience and/or training; or equivalent combination of education, technology certifications and experience.
• A broad technology background is critical
• Broad knowledge of/experience in end user computing, thin clients, Citrix Desktop, PC and Mac OS X Workstation based applications and hardware required
• Strong proficiency in Microsoft Office suite (i.e. MS Word, Power Point, Excel, Outlook)
• Previous support/Help Desk experience preferred
• Computer Science or related IT discipline coursework preferred
• Customer service background a plus
• Server Systems Administration / Active Directory a plus
• Ability to support the NOW Health Group smartphone environment a plus

LANGUAGE SKILLS

• Good oral and written communication skills and ability to communicate clearly and concisely
• Spanish language skills is a plus
• Ability to effectively present information and respond to questions from users
• Ability to read, analyze, apply and improve technical procedures
• Ability to read and interpret documents such as procedure manuals, business periodicals professional journals, operating and maintenance instructions, and safety rules

REASONING ABILITY

• Sound decision making and trouble-shooting ability
• Ability to proactively analyze problems and suggest solutions

OTHER SKILLS AND ABILITIES

• Strong organizational skills with demonstrated ability to manage multiple tasks simultaneously and manage time effective
• Prioritizes and shifts direction as needed
• High sense of urgency to complete tasks and follow up in a timely manner to issues not immediately resolved
• Strong interpersonal and teamwork skills
• Exhibits a positive image and excellent customer service skills to internal and external customers at all times, including patience to work with all employees of the company, strong listening skills, and ability to be a calming influence
• Some weekend, off hours and on call support may be required

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is regularly required to remain at stationary work location and occasionally move from place to place within work facility. Employee is regularly required to use the telephone and computer. The employee will occasionally move, raise, lift and/or place equipment (i.e. printers) weighing up to 20 lbs.

Specific vision abilities required by this job include close vision. Employee is required to travel and work at different facilities based on business need.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job (i.e. supporting PC's, printers), the employee may occasionally be required to work near moving mechanical parts and may be exposed to herbal aromas, dust, and/or airborne particles, with some classified as allergens and/or irritants.