Technology Support Specialist

Charlotte Pipe and Foundry Company; Charlotte (NC); On-site; USD 42,000 - 56,000; Full time

Job summary

Charlotte Pipe and Foundry Company seeks a Technology Support Specialist to assist associates with computers, apps, and mobile tech at the Charlotte admin location with travel to other sites as needed.

The role emphasizes customer service, incident response, and technical troubleshooting. Candidates should have an Associate's degree and relevant IT experience, with Windows/AD expertise and security awareness. On-site work with potential after-hours coverage is involved.

Qualifications

• Associate degree or higher in a relevant field and 1 year IT experience preferred.
• Strong customer service focus with business outcome orientation.
• Proficiency in Windows OS and Active Directory; MS certification preferred.
• A+ certification preferred for hardware maintenance and repair.
• Understanding of TCP/IP, DNS, DHCP, and basic network concepts; Network+ preferred.

Responsibilities

• Provide courteous, timely, professional, and technically proficient customer service to associates.
• Respond to incidents and problems following ITSM processes and procedures.
• Troubleshoot and resolve technical problems through detailed analysis.
• Document steps and resolutions for knowledge base use.
• Configure workstations with standard images and install software per requirements.
• Manage accounts and maintenance for applications and systems.
• Track hardware inventory and office moves for accurate locations.
• Collaborate with security to adhere to system security specs.
• Stay current on technical trends through training and briefings.
• Cover Service Desk for calls and emails as needed.
• Provide basic training on applications and remote access software.
• Identify improvements in computer management and delivery of applications.
• Support disaster recovery tests as required.
• Contribute to IT operations and availability improvements.

Skills

Customer service

IS best practices

Windows & AD proficiency

Networking fundamentals

Effective communication

After-hours availability

Education

Associate's degree (CS/IT/Engineering/Math/Business)

Tools

MS Windows

Active Directory

DNS/DHCP knowledge

Job description

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.