The Complex IT Support Specialist is a hands-on role focusing on assigned location’s computer and network system operations to ensure optimal functioning and for the assigned area on the implementation and rollout of IT related projects. This role manages end user help requests for software and hardware computer issues.

RESPONSIBILITIES AND TASKS:

Lead the technology related efforts for assigned location to ensure implementation and rollout of IT projects, updates, etc. are completed uniformly, providing guidance when needed to Technology Specialists

Evaluate documented resolutions for assigned locations to determine if there are trends, develop solutions to prevent reoccurring problems and communicate management concerning emerging incident trends

Coordinate activities with corporate help desk, network services, and other related IT groups to ensure appropriate group is engaged from projects, issues, etc.

Assist corporate IT with software releases and rollouts, communicating changes/ updates to end users and providing training if applicable

Install, modify, and make necessary repairs to computer hardware and software systems, providing technical assistance and training to system users

Perform hands-on repairs at desktop level, including installing and upgrading software, installing hardware, monitoring nightly backups, and configuring systems and applications

Prioritize and schedule end user help requests escalating to appropriate personnel when needed

Gather documentation, compile and provide updates, statuses and completions to appropriate personnel

Provide regular feedback on successes and opportunities for improvement to appropriate leader for Technology Resource Specialists in assigned locations

Follow and ensure others comply with all safety guidelines, establishing and managing safety policies and procedures

Perform additional relevant duties as assigned

SUPERVISOR RESPONSIBILITIES:

This is an Individual Contributor role with required competencies: Functional/Technical Skills, Action Oriented, Problem Solving, Learning on the Fly, and Interpersonal Savvy

EDUCATION and CERTIFICATIONS:

High School diploma are equivalent

Preferred Certifications: MCP- MCSE, CompTIA A+

EXPERIENCE AND SKILLS:

Minimum five (5) years IT field experience in a team based environment

Strong customer focus with the ability to communicate, both verbal and written, with all levels of the organization and external customer in a timely and professional manner

Self-starter who demonstrates strong initiative and sense of urgency, with the ability to work in a fast paced environment

Strong organizational skills with the ability to prioritize and manage multiple projects while maintaining attention to detail

Must possess a strong customer-centric attitude and high energy level

SAFETY REQUIREMENTS:

Follow departmental and company safety policies and programs

Wear required protective equipment in all areas where mandatory

PHYSICAL REQUIREMENTS:

Ability to work non-standard shifts (Holidays, weekend and/or extended) as required per business need

Ability to travel to assigned locations as needed

Ability to lift computer hardware such as desktop computers or servers up to 40 lbs as needed