Technology Support Specialist

CHARLOTTE PIPE & FOUNDRY; Charlotte (NC); On-site; USD 52,000 - 62,000; Full time

Job summary

Charlotte Pipe and Foundry is seeking a Technology Support Specialist to assist associates with computers, applications, and mobile tech at the Charlotte admin location. Travel to Monroe, Foundry, and satellite sites may be required.

You will respond to incidents using ITSM processes, troubleshoot issues, document steps, and support onboarding and basic training for remote access tools. Candidate should have an Associate's degree and IT experience.

Qualifications

• Associate's degree in CS/IT/Math/Eng/Business or related field; 1 year IT experience preferred.
• Excellent customer service with a focus on business outcomes.
• Proficiency in MS Windows and Active Directory; Microsoft certification preferred.
• Experience in computer hardware maintenance; A+ certification preferred.
• General understanding of networking components (TCP/IP, DNS, DHCP); Network+ preferred.
• Strong written and verbal communication; ability to collaborate effectively.
• On-call outside regular business hours for changes and emergency support.

Responsibilities

• Provide courteous, timely, professional customer service to associates.
• Respond to incidents following IT Service Management processes.
• Troubleshoot and resolve technical problems with methodical analysis.
• Document steps and resolutions for knowledgebase use.
• Configure workstations with standard images and software.
• Manage accounts for various applications and systems.
• Track hardware/software inventory and office moves.

Skills

Customer service

Windows

Active Directory

Networking (TCP/IP)

A+ Certification

Communication

On-call availability

Education

Associate's degree or equivalent in CS/IT/Math/Eng/Business

Job description

Charlotte Pipe and Foundry is looking for a Technology Support Specialist to support our associates in their use of computers, applications, and mobile technologies.

This position is based at the admin location in Charlotte North Carolina. Travel to the Monroe, Foundry, and satellite locations will be required based on coverage or project needs.

Responsibilities

• Provide courteous, timely, professional, and technically proficient customer service to associates
• Respond to incidents and problems following established IT Service Management processes and procedures
• Resolve technical problems through detailed, methodical troubleshooting and analysis
• Document troubleshooting steps and resolution details in incidents and problems for use in a common knowledgebase
• Configure workstations with the standard company computer image, install and configure print drivers, and install software to meet specialized workstation requirements
• Perform account management and maintenance for various applications and systems
• Manage computer hardware and software inventory using available tracking systems and tools, and track office moves to keep equipment locations accurate
• Work with the information security team to adhere to systems security specifications
• Stay current on technical and industry trends through continued technical training and briefings
• Cover the Service Desk for incoming calls and emails as needed
• Provide basic training to associates on company applications and remote access software
• Identify potential improvements in computer management and applications delivery
• Support disaster recovery tests as required
• Contribute to IT operations improvement efforts with a focus on systems availability and optimal customer service

Qualifications

Education and experience equivalent to an Associate's degree from an accredited college or university in Computer Science, Information Technology, Mathematics, Engineering, Business Administration, or a job-related field of study. One (1) year of related work experience in Information Technology is preferred.

• Solid experience providing great customer service with a focus on business outcomes
• Understanding of IS best practices and their impact on business value
• Proficiency in MS Windows and Active Directory (Microsoft certification preferred)
• Experience in computer hardware maintenance and repair (A+ certification preferred)
• General understanding of computer networking components, including TCP/IP, IP routing, DMZ, DNS, and DHCP (Network+ certification preferred)
• Ability to communicate effectively, both verbally and in writing, and to establish and maintain effective working relationships with co-workers
• While there is no assigned on-call rotation, IS staff are expected to be available outside regular business hours to perform changes and respond to emergency support calls

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.