Full-time position available with Haworth’s largest, global contract furniture dealer. Established in 1981, we are a 2nd generation, family-owned company looking for the ideal candidate to join our team.
Job Description:
The IT Support Specialist is responsible for providing technical assistance and support to end-users experiencing technical issues with hardware, software, and various computer systems. This role requires excellent communication skills, problem-solving abilities, and a customer-centric approach to ensure efficient and effective issue resolution. The IT Support Specialist will work closely with both technical and non-technical users to diagnose, troubleshoot, and resolve technical problems, thereby contributing to the overall productivity of the organization.
The IT Support Specialist plays a critical role in ensuring the smooth operation of an organization's technology infrastructure by providing timely and effective technical support to end-users. This position requires a combination of technical expertise, interpersonal skills, and a dedication to delivering exceptional customer service.
Technical Support:
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Respond to incoming requests for technical assistance via various communication channels (phone, email, chat, ticketing system).
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Diagnose and troubleshoot hardware, software, network, and system issues reported by end-users.
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Provide step-by-step instructions and guidance to users for issue resolution.
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Escalate complex or unresolved issues to higher-level support teams, as required.
Issue Resolution:
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Log all support interactions, including problem description, troubleshooting steps, and solutions provided, in the ticketing system.
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Prioritize and manage multiple support requests to ensure timely and accurate resolutions.
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Maintain a high level of ownership and accountability for issue resolution from start to finish.
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User Training and Education - Educate users on basic troubleshooting techniques and self-help resources to empower them to resolve common issues independently.
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Create and update user-friendly documentation and knowledge base articles for frequently encountered problems.
Hardware and Software Maintenance:
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Install, configure, and update software applications, operating systems, and device drivers.
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Assist with hardware setup, installations, and replacements.
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Collaborate with IT team members to ensure software and hardware components are up to date and secure.
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Communicate technical information to non-technical users in a clear and understandable manner.
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Provide regular updates to users on the status of their support requests.
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Collaborate with other IT team members to share information about recurring issues and potential improvements.
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Assist IT team with deployment of new or updated hardware and software across multiple office sites.
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Experience with VMWare and Windows Server preferred.
User Account Management:
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Assist with user account creation, password resets, and access management.
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Ensure compliance with security protocols and policies when granting or revoking user access.
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Identify trends in technical issues and recommend process improvements to minimize future incidents.
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Stay current with industry trends, new technologies, and best practices in IT support.
- Provide Tier 1 and Tier 2 technical support for end users across multiple office locations.
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Troubleshoot and resolve hardware, software, network, printer, and mobile device issues.
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Manage onboarding and offboarding activities, including account creation, permissions, and equipment setup.
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Deploy, configure, and maintain Windows workstations, laptops, and peripherals. Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
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Manage user accounts in Active Directory, Azure AD, and other business systems. Respond to and track help desk tickets while maintaining excellent customer service.
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Assist with endpoint management, software deployments, patching, and security initiatives.
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Create and maintain IT documentation, knowledge base articles, and support procedures.
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Coordinate with vendors and escalate issues when necessary.
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Assist with IT projects, office technology deployments, and infrastructure upgrades. .,.
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Support cybersecurity awareness programs and help identify potential security threats.
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Maintain IT asset inventory and equipment lifecycle records.
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Build strong relationships with employees and serve as a trusted technology resource.
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Strong customer service and communication skills. Excellent troubleshooting and problem-solving abilities.
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Highly organized with strong attention to detail.
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Self-motivated and able to work independently.
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Quick learner who can adapt to new technologies.
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Knows when to escalate issues and collaborate with senior IT staff.
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Takes ownership of issues from start to finish.
Qualifications:
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High school diploma or equivalent; bachelor's degree in a related field is a plus.
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Proven experience in technical support or customer service, preferably in a help desk environment.
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Strong problem-solving and analytical skills.
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Excellent communication skills, both verbal and written.
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Proficiency with desktop operating systems including Windows and macOS, and common desktop software applications.
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Working knowledge of computer hardware and networking concepts.
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Ability to work independently and collaborate effectively with cross-functional teams.
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Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL are advantageous.
