IT Support Specialist

Help Desk Support Specialist, I

Location: Garden City, GA

Position Summary

The Help Desk Support Specialist I is a key member of the IT team and is the go-to person for providing day-to-day technical assistance and support related to internal hardware, software, and networking issues. This position will be responsible for prioritizing and answering queries submitted through an internal ticketing system by end-users, proactively monitoring scheduled system tasks for failures, and scheduling planned maintenance. Daily tasks will vary depending on the needs of the users or systems, and there will always be unexpected issues that arise. The Help Desk Support Specialist must be able to leverage a high degree of technical knowledge across a broad range of technologies, have excellent problem-solving skills, communicate clearly and confidently with a customer-friendly attitude, and have a natural ability to follow up and follow through on issues. Support is delivered via a ticketing system, with helpdesk responsibilities and rotating after-hours support with other team members.

Key Responsibilities

• Provide Technical Assistance and Support: Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware.
• Diagnose Issues: Work with end-users to determine the scope of the issue and diagnose the root cause of hardware and software problems.
• Issue Resolution: Resolve basic hardware and software issues, and escalate complex issues to the appropriate person, such as a senior technician or IT manager.
• Identify and Escalate Repeat Issues: Monitor for repeat issues and escalate them as necessary to prevent recurring problems.
• Maintain User PCs: Maintain user PCs, including upgrades and configuration as needed.
• Monitor and Maintain Production Systems and Backups: Monitor and maintain production systems and backups, ensuring they function correctly and are regularly updated.
• Assist with Onboarding and Offboarding: Assist with the onboarding and offboarding of users, including setting up and deactivating accounts and configuring workstations.
• Keep Inventory: Keep an inventory of all equipment, software, and licenses, including mobile devices, PCs, servers, printers, and cell phones. This may involve using a specific asset management tool or database.
• Create and Maintain Support Documentation: Create and maintain documentation for support processes, ensuring it is clear and accessible for various levels of technical and non-technical staff.
• After-hours support: Provide after-hours support in an on-call rotation schedule, to ensure critical systems are always operational and issues are resolved promptly.

Essential Skills, Education, and Experience

• Technical Skills: Proficient with computer systems, PC repair, mobile devices, and network management (LAN/WAN); ability to deploy, configure, and support operating systems on servers, desktop, and mobile devices; familiar with systems administration tasks and virtual infrastructure.
• Customer Focus: Strong drive to provide an excellent customer service experience, with the ability to tailor communication to different audiences, especially when dealing with technical versus non-technical staff.
• Problem Solving: Identifies and resolves problems promptly; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
• Quality: Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Dependability: Follows instructions and responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies the appropriate person with an alternate plan.
• Communication: Possesses excellent verbal and written communication skills required for documentation for various levels of technical and non-technical staff and management.
• Experience: One (1-2) year(s) of general IT experience with specific experience supporting end users and systems. Experience with service company operations, especially in warehousing and logistics, is preferred.
• Education: Associate degree preferred in a technical discipline.
• Core Values: Embodies the DSI Core Values of Team, Excellence, Entrepreneurship, Integrity, and Safety.

Physical Demands and Work Environment

• Physical Demands: While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Assistance from coworkers, supervisors, or management must be requested for any object over 25 pounds. Specific vision abilities required include close vision and the ability to adjust focus.
• Work Environment: This position operates in an indoor office setting, with occasional interaction in the operations environment, which may have fluctuating noise levels and temperature changes.
• Schedule: Must be willing to work Monday – Friday, 8:00 am – 5:30 pm and remain flexible for additional hours as required by business needs. Weekend availability may be required.