IT Support Specialist I
- Pittsburgh, PA
- Permanent
- Full-time
- Company Paid Basic Life Insurance
- Company Paid Long Term Disability Policy
- Company Paid Vacation & Holiday Pay
- Company Paid Parental Leave
- Company Paid Maternity Leave
- Company Paid Employee/Family Assistance Program (EAP)
- Voluntary Medical & Vision Insurance
- Voluntary Dental Insurance
- Voluntary Short Term Disability
- Voluntary Supplemental Term Life
- Voluntary Accident, Legal, Hospital, Critical Illness Policies
- 401(k) Plan w/Employer Match
- Annual Company Stock Purchase Opportunities
- Discount Partnerships: Verizon, Ford, Perkspot
- Health and Wellness Benefits, including Monthly Gym/Fitness Incentives
- Create, review and triage support Tier (1-2) tickets on a timely basis
- Project work related to the implementation of new technology tools.
- Provide end-user desktop support via remote support tools or in person visits
- Provide excellent customer service by communicating professionally and effectively with users to understand their issues, provide updates on ticket status, and verify their concerns are addressed promptly.
- Install and configure new computers, monitors, and printers.
- Assist with system administration tasks, including server upgrades, updates, patches, deployments, architecture review / design and general best practices
- Create clear, concise process and system diagrams and other supporting documentation
- Coordinate with vendors to execute software and firmware upgrades
- Attend meetings as required and provides regular and accurate status information to project participants/department leadership -follow management guidance and adherence to policies
- Assist with other projects and tasks as required
- Identify issues requiring escalated support and route to the appropriate team or leadership.
- Identify recurring or unique issues, develop solutions, and verify successful implementation.
- Document and/or update documentation for identified issues, solutions, and procedures.
- Train and/or mentor junior team members. Share knowledge and best practices.
- Actively participate in team meetings and feedback sessions.
- 3 + years of technical experience working with hardware/software
- Bachelor’s degree or equivalent Experience
- Experience working in windows and virtualized environments
- Ability to utilize an ITSM system for change and incident management
- Microsoft training and related certifications are a plus
- Strong interpersonal, organizational and customer service skills
- Ability to work flexible/extended hours when requested or participate in an on-call schedule
- Able to work both independently and effectively with remote team members as necessary
- Periodic physical effort, including standing, is required during a regular work shift of at least eight hours per day.
- Employee must be able to periodically stand for extended periods of time, and to stoop, bend, and crouch as required to perform Key Duties.
- Lifting and transporting of moderately heavy objects (40 lbs).
- Drive to locations to assist users or deploy systems as needed
- Work is performed predominately indoors, although periodic visits to construction sites or asphalt manufacturing facilities will be required.
- Noise level in the office work environment is normal.
- Assess work environment for possible hazards and makes sure training is adequate to the task.
- Has proper personal protective equipment and tools, uses them appropriately for the given task.
- Speaks up if seeing an unsafe act
- Identifies and turns in near miss reports
- Asks for help, when needed, to perform tasks safely.
- Considers if there is a safer way to perform work and communicates.