The IT Support Specialist is responsible for maintaining a variety of Airgas technology systems and equipment. The primary function of this position is to provide second and third tier support to end users as well as support to tier one technicians in a Help Desk environment.
The IT Support Specialist provides immediate solutions when possible, furnishes feedback to the end user, and informs other IT staff on recurring problems and issues that are affecting multiple users.
ESSENTIAL RESPONSIBILITIES AND DUTIES:
- Install, troubleshoot and repair computer hardware, (PCs, Thin Clients, RF Devices etc.) and software.
- Troubleshoot hardware and software conflicts and make repairs or adjustments as necessary.
- Instruct and assist users in use of computer equipment, software and manuals.
- Provide technical assistance and training to end users on computer operating systems and approved applications.
- May assist in evaluating and testing new technologies for feasibility and implementation within the organization
- Provide technical assistance on LAN equipment, such as switches, routers, etc, which may require engaging the Network and telecommunication teams
- Support shared network printers, copiers, scanners.
- Provides technical support and consultation for other IT projects and initiatives as necessary.
- Maintains all support requests and work orders in the helpdesk ticketing application.
- May participate in after hours support via cell phone to adhere to agreed upon end user support service levels
- May attend technical conferences and seminars to keep abreast of new software and hardware developments
- Contact approved vendors for technical support.
ADDITIONAL RESPONSIBILITIES:
- Performs other duties and projects as assigned.
- May include travel commitments, up to 10%.
QUALIFICATIONS:
- Bachelor’s degree in management information systems, computer science, and/or business, or equivalent work experience
- 2 years working with SAP
- 1 year supporting RF technology is highly preferred.
- 1 year working as a Technology support role
- 1 year working with Google G-Suite
- Excellent personal computer and customer service skills
KNOWLEDGE, SKILLS, AND ABILITIES:
- Strong experience and working knowledge of current Windows Operating Systems.
- Experience in supporting a Citrix thin client environment.
- Familiar with Internet and Intranet concepts.
- VOIP and Google G-Suite exposure
- Knowledge of LAN and WAN concepts
- Must be able to work with a wide variety of people with different personalities and backgrounds
- Strong problem solving and change management skills are essential.
- Ability to create accurate, detailed documentation and present the information to a non-technical audience is required.
- Solid organizational, time management and project estimating skills.
- Ability to work under pressure to meet deadlines, both as an individual contributor and as a team member.
- Ability to prioritize and complete multiple tasks simultaneously.
- Excellent written and oral communication skills.
- Willing to improve skills and techniques by attending classes on employee’s own time.
- Willingness and ability to travel as required
- Must be able to work overtime when necessary.
- Must be able to operate in a drug-free workplace.
- Must be able to read, speak, write, spell, and understand the English language.
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.
While this position commonly entails 70–85% sitting and the remaining time standing or walking, the following physical demands could be associated with this position:
- Ability to routinely lift 25-50 lbs., and occasionally lift 51-80 lbs.
- Prolonged sitting, up to 8 hours required.
- Frequently bending, climbing, kneeling and walking.
- Prolonged typing
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, the employee is occasionally exposed to moving mechanical parts and must occasionally be able to crawl in small/tight areas to install network cabling.
- The noise level in the work environment is usually moderate and work is generally performed in a standard office environment.
- Work sometimes involves traveling to remote sites and to various equipment locations within Airgas, Inc. buildings.
- This position may require the carrying of a cell phone and handling of after-hours help desk support calls.
