On-Site I.T. Support Supervisor
Rite-Hite is the global leader in the manufacture and distribution of industrial loading dock and door equipment. Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff. We are always looking ahead to develop innovative new products and services to improve our customers' safety, security, and productivity. We are seeking an On-Site I.T. Support Supervisor in Horn Lake, MS.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Responsible for a full range of human resources responsibilities including planning, assigning, and directing work; communication; coaching and staff development; assignment of objectives; performance management; salary administration; and staffing.
- Assigns and prioritizes workload for a staff consisting of one or more I.T. Support Technicians.
- Assists with device imaging, installation, configuration, troubleshooting, and maintenance for all of the personal computer software and hardware (including laptops, desktops, printers, tablets, cell phones, desk phones, scanners, and other peripheral devices).
- Administers the building access, video surveillance, and security systems for the Horn Lake facility.
- Provides first-level and second-level telephone and deskside support of various computer hardware and software in use at the manufacturing location. Performs initial problem investigation, information gathering, and resolution.
- Functions as a senior-level technical expert and assists staff members in the resolution of the more difficult or complex end-user technical problems.
- Works with business leaders to provide system implementation recommendations and to identify potential I.T. support process improvements specifically for the manufacturing location.
- Maintains an accurate service repair history through the creation of incident tickets, including the documenting of work history and proper issue resolution. Makes recommendations for servicing equipment based on this history.
- Is expected to analyze problem reports to determine areas in which improved processes or additional user training could benefit the organization, and to make recommendations and/or assist in the resolution of reoccurring problems.
- Assists in the implementation, testing, and training of new releases of supported software, including custom-developed Rite-Hite applications.
- Has daily contact with peers within the I.T. department and all Rite-Hite company computer users at the manufacturing location.
- Works with outside consultants for advanced system setups, troubleshooting, and problem resolutions, with an emphasis on the engineering software (such as SolidWorks and AutoCAD) and specialized shop-floor applications.
- May be required to open support tickets and work with software companies to resolve more complex issues.
- Provides support for specialized shop floor computer hardware that may be unique within Rite-Hite to that specific manufacturing location.
- Is responsible for properly training his/her staff to ensure that they are able to continually provide a high level of customer service.
- Must keep a strong, up-to-date knowledge of all computer hardware and software in use by Rite-Hite and its representatives, including custom-made applications, with most of the emphasis being on setup, configuration, and troubleshooting.
- Dedicates time to learn and understand the business to better meet users' information needs.
- Participates in (and may be asked to lead) enterprise-wide projects that impact the organization, business processes, and system technology.
- Researches, analyzes, and documents new or existing processes, procedures, and systems.
- The position is responsible for purchasing computer-related hardware, software, and supplies, and to coordinate and authorize service contracts to maintain hardware and software, for the manufacturing location.
POSITION REQUIREMENTS
- Bachelor’s Degree with an emphasis in I.T. or Business preferred or an equivalent combination of education and/or work experience considered.
- Minimum 5-7 years’ experience / knowledge of I.T. technical support and business operations / processes to include extensive experience in analysis, design, documentation, system audits, project/support management, industry best practices and/or standards.
- Familiarity with the Information Technology Infrastructure Library (ITIL) set of concepts and techniques is a plus.
- Experience with Rite-Hite’s standard software and hardware is required.
- Ability to work independently with little direct supervision.
- Has a proven history of organizational, time-management, and decision-making skills.
- Proven ability to be responsive to changing business needs, and to manage and prioritize concurrent assignments.
- Excellent communications skills and a proven ability to establish and maintain business client relationships while providing quality customer service and support.
- Demonstrated commitment to continuous improvement of customer service and support.
- Experience in coaching and mentoring staff members required.
- Ability to write reports, business correspondence, and procedure manuals.
We Offer:
Rite-Hite provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with life and paid medical leave. We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, and up to five paid personal/sick days per year round out the package. Interested applicants, please email resume to: lrussell@ritehite.com.
Rite-Hite is an Equal Opportunity/Affirmative Action employer offering a drug free workplace for our customers and employees.
