IT Support Specialist I

Duties & Functions:

• Receive, prioritize, document, and actively resolve end user technology issues and requests via phone, email, in person or using remote tools.
• Install, diagnose, repair, maintain and upgrade laptop and desktop software, hardware, and equipment, while ensuring optimal performance and connectivity.
• Support end-user training where required.
• Support all company IT policies and data protection standards.
• Escalate support issues to appropriate personnel as needed.
• Ensure assigned requests are resolved in a timely manner using appropriate prioritization and escalation.
• Collaborate with other departments for problem resolutions as necessary.
• Create system/user documentation.
• Maintain Computer/IT equipment asset listing.
• Travel occasionally to remote locations to provide onsite support, adhering to all biosecurity standards and protocols.
• Be on call on a rotational basis.

Skills & Abilities:

Knowledge of:

• Microsoft windows Operating Systems
• Microsoft Office Suite
• Printer installation and support
• Mobile devices including tablets and phones
• Basic Networking
• Familiarity with ITSM tools

Skill in:

• Customer service
• Clear and concise verbal, written and telephone communication
• Time management and prioritization with incoming tasks/requests

Ability to:
• Be on call per the on-call rotation
• Analyze complex problems and make sound recommendations
• Perform administrative tasks, including creating documentation and tracking incident tickets
• Operate independently as well as in a group setting

Physical Demands

Climbing:   Less than 20%

Crawling/Stooping:   Less than 20%

Hearing:    Over 70%

Heavy Lifting:   Less than 20% Choose an item.      

Manual Dexterity:   41% - 70%

Pushing/Pulling:   Less than 20%

Speaking:   Over 70%

Standing:   20% - 40%

Visual:   Over 70%

Walking:   20% - 40%

Compensation and Benefits:

Targeted pay range of $50,000-$56,000 USD per year, depending on experience and qualifications.

The Maschhoffs offers full-time regular employees a comprehensive benefits package including:

• Your choice between a Preferred Provider Organization (PPO) plan and a High Deductible Health Plan (HDHP) plan.
• Two options for dental coverage, both of which cover three main types of expenses and cover preventative care at 100%.
• Group rate vision benefits.
• Complimentary Basic Life Insurance as well as voluntary employee, spouse, and child life insurance policies.
• Short Term and Long Term Disability coverage, at no cost to the employee.
• A traditional pre-tax 401(k) plan as well as a Roth 40(k) plan. The Company matches the first 4% of employee contributions, which is immediately vested.
• A generous paid time off program, including a life event day and volunteer day each year for full time employees.
• Participation in a Company Short Term Incentive Plan (STI) where payments are dependent upon several company factors/metrics.