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The Client Technology Specialist I is responsible for providing desktop support to internal customer throughout the company, including those located on-site as well as remote workers. This will require listening, interpreting, explaining, and understanding a wide variety of internal customer calls and emails, as well as working as part of a team to provide the highest quality of customer service and responsiveness to internal customers throughout the company.
This position is also responsible for maintaining and recommending changes to all client technology, applications, and the associated peripherals and configurations. Additionally, they will be expected to provide assistance in maintaining wired and wireless voice and data networks, at all company locations. This will require working in a variety of industrial settings, including modern manufacturing and distribution facilities.
To perform this job successfully, an individual must be able to perform each essential function of the job.
•Provide desktop support for internal clients on computer hardware, applications, peripheral devices, and software. Work effectively with teams and assist and educate other team members in resolving more complex technology issues.
•Interact with internal customers in a professional manner through phone, email or in person; provide superior customer service. Recommend and implement systems modifications to improve customer satisfaction.
•Elevate issues to senior staff or outside contractors as needed; interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
•Build and support licensed PC/Mac desktop computers, at all company locations, including manufacturing plants and other industrial facilities.
•Maintain and direct internal company-wide printer/copier program to ensure equipment is fully functional.
•Assist in maintaining company-wide enterprise network infrastructure and help with improvements as needed.
•Manage and maintain laptop and desktop computers, as well as vehicle-mounted and handheld computers, at all company locations.
•Enter, update, and close assigned work tickets in a timely manner.
•Recommend client technology changes to ensure that the company is utilizing technology in efficient ways to support business growth and development.
•Support and participate in PC replacement and imaging program.
•Maintain store of IT equipment by specifying and ordering expendables, monitors, and printers in accordance with established company policy.
•Maintain an open and candid working relationship with immediate supervisor/manager in discussing matters of importance.
•Adhere to established company values, practices, policies and procedures at all times. Follow and support compliance with all applicable safety rules, laws, regulations, and standards.
•Demonstrate regular and punctual attendance at the assigned work location. May be required to work irregular shifts, be on call, or travel to other company locations.
The individual may be asked to perform other duties.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
An individual qualified for this job must be able to:
•Demonstrate proficiency in Microsoft Office and Microsoft Operating Systems, as well Macintosh Operating Systems. Network PC and Macintosh units to a Microsoft network.
•Understand and navigate through technical conversations, then translate that technical information into the language of business customers.
•Work independently, under pressure and with little supervision, to meet deadlines and handle multiple priorities and projects simultaneously. Must be self-motivated.
•Effectively and professionally communicate with co-workers, team members, and internal/external customers.
•Read and interpret technical documents such as professional journals or governmental regulations. Write clear reports and business correspondence.
•Present information to internal and external customers clearly and accurately.
•Interpret technical instructions furnished in written, oral, diagram or schedule form.
•Efficiently perform accurate mathematical calculations.
•Pay attention to details and pursue quality in accomplishing work duties and tasks. Look for opportunities to reduce costs or increase productivity without reducing effectiveness.
•Handle challenges skillfully, thoroughly, and effectively.
•Independently take advantage of opportunities to improve or increase skills, abilities and job knowledge.
•Make sure that work is delivered on time and of high quality.
•Develop good work practices in order to get the job done.
•Use equipment, resources and time in an efficient and effective manner.
•Use good judgment when making decisions.
•Perform work in a safe manner at all times.
•Take direction and work well with others.
•Tell the truth and be honest in all interactions with co-workers, internal and external customers, and vendors.
•Do the right thing, even when it is difficult.
MINIMUM REQUIRED EXPERIENCE, EDUCATION, AND CERTIFICATIONS
•Associates degree in Information Technology or a related field, equivalent from a two-year college or technical school, or experience in position of responsibility in an Information Technology position, required.
•At least 1-3 years of experience required.
PHYSICAL DEMANDS OF ESSENTIAL FUNCTIONS
The physical demands described here are representative of those that must be met by an associate to successfully perform the Essential Functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
•Must be able to frequently move about all company locations, including industrial manufacturing and distribution facilities, to provide support and maintain equipment.
•Must be able to climb and work atop ladders or access and troubleshoot equipment in overhead spaces.
•Must be able to move and transport equipment throughout the company including up and down stairs, including printers or networking devices weighing up to seventy-five pounds, to installation location, with or without assistance.
•Must be able to position oneself to work with equipment in tight spaces, such as in crawl spaces and under desks.
•Must be able to manipulate wires, caps, and installation materials.
•Must be able to visually recognize colors when working with different colored wires.
•Because some job duties are physical in nature, a pre-employment physical will be required.
The environmental conditions described here are representative of those the associate encounters while performing the Essential Functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
•Approximately 80% of the time, the associate will work in an office setting in the same room as other individuals, either at the IT support desk when taking calls or at various locations throughout the office when assisting internal customers with hardware and software issues. Noise levels are average for a shared office space and include conversation and/or office equipment noise.
•Approximately 20% of the time, the associate will be required to work in an industrial setting to assist with projects and support desktops located in the company’s manufacturing and distribution facilities. On these occasions, the individual may be exposed to loud noises, extreme physical or atmospheric conditions, workspaces that restrict movement, high temperatures, elevated workspaces, and low lighting.
The Company will make reasonable accommodations in compliance with the Americans with Disabilities Act and Amendments.
Position Type: Full-time
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