IT Support Specialist

Key Responsibilities:

• Manage the ticket system for all Beckett Thermal Solutions locations in North America
• End-user support for computer, printer, phone and standard software application issues
• Computer setup and configuration of desktop workstations using imaging strategy
• Optimize operations of desktop hardware and software
• Printer setup and configuration
• Manage end-user network accounts
• Maintain inventory of hardware
• Document standard operating procedures relating to this role
• Continually improve IT helpdesk response times and quality of service
• Identify system weaknesses and provide potential improvements
• Develop applications expertise to support user-experience in Office 365
• Continue to improve and reduce PC deployment time
• Keeps the ticketing system at a manageable level based on established metrics
• Responds to user requirements in a timely manner
• Works as a team member to continually improve processes related to this role

Knowledge Requirements:

• High School diploma or GED with 5 or more years of work experience in information technology or related field required; Associate degree in Information Technology or related field with 2 years of work experience in information technology or related field preferred.
• General working knowledge of the standard set of applications at Beckett
• Knowledge of best practices for imaging and configuring PC
• Understanding of how to optimize software installation for standard Beckett applications

Basic Skills Needed to Succeed in this Role:

• Respond in a prompt and respectful fashion
• Ability to work with outside resources to troubleshoot issues
• Maintain an appropriate level of IT replacement components
• Ability to research application questions beyond the scope of knowledge
• Ability to configure hardware to user needs