Senior IT Support Specialist

The Sr. IT Support Specialist provides comprehensive, world-class technical support to end-users, maintains the full end-user computing ecosystem and its network backbone, and ensures that the state of our IT infrastructure and execution of our IT strategy align with the company’s purpose of improving lives. This person possesses a deep understanding of IT support and infrastructure, is able to operate well on their own, and is responsible for ensuring both the availability and responsible use of all company technology resources.

Key Responsibilities:

• Technical Support
  • Serve as the independent contact for IT-related concerns from members at multiple facilities.
  • Diagnose and resolve hardware and software issues on desktops, laptops, and mobile devices.
  • Guide users through step-by-step solutions in a clear and effective manner.
• Business Systems Support
  • Serve as the local contact for Epicor ERP system administration and support responsibilities, working closely with enterprise IT resources to provide optimal performance of the as-is system and directly support continuous improvement efforts in alignment with strategic goals.
• System Maintenance
  • Identify and execute system and process enhancements, maintenance tasks, including patching, updates, and hardware installations.
  • Monitor system performance, ensuring optimal speed, efficiency, and uptime and proactively addressing potential risks.
• Customer Service
  • Demonstrate a commitment to excellent customer service by actively listening to end-users to provide effective solutions.
  • Drive IT service improvements by analyzing feedback and implementing changes to enhance user satisfaction.
  • Prioritize and reconcile multiple support tickets coming from across the enterprise and respond in a timely manner. Consistently achieve individual service level targets as established by IT Operations Management.
• Troubleshooting & Analytics
  • Analyze all technical issues and system outages, from simple to complex, to identify root causes and implement preventive measures.
  • Generate reports to analyze patterns of recurring issues and recommend system improvements to management.
• Cybersecurity Support
  • Provide direct support to departmental efforts to respond to, remediate, and restore from major and minor security incidents and near misses.
  • Support third-party monitoring efforts to investigate suspicious activity identified through network, software, and audit log scans.

Qualifications

• High School diploma or equivalent is required. Associate’s or Bachelor's degree in Computer Science, Management Information Systems, or related discipline highly desired.
• At least five years of relevant experience in an IT support role, preferably in a manufacturing setting, is required.
• Industry-recognized technical certification (e.g., CompTIA A+, Network+, etc.) is highly desired.
• Strong analytical and troubleshooting skills and exceptional customer service skills are required.
• Must have experience with Windows and/or Linux operating systems in a mixed office/shop environment.
• Should have basic familiarity with network protocols, firewall management, and operating system configuration.
• Proven ability to operate both independently and as part of a remote team and take initiative in a fast-paced environment.
• Excellent communication and leadership skills.
• Ability to work collaboratively with cross-functional teams and executives.