Systems Support Specialist

What you'll do

• Receives and installs PC hardware and peripheral components such as monitors, keyboards, printers, and disk drives, etc.
• Loads specified PC software packages, such as operating systems, word processing and spreadsheet applications, etc. in accordance with company policies and procedures.
• Performs advanced troubleshooting in person and via telephone concerning PC operation; diagnoses system hardware, software and computer problems based on knowledge of system operations; installs, troubleshoots and coordinates repairs of barcode readers.
• Coordinates the repairs to any personal computer and/or peripherals with major manufacturers/suppliers ensuring warranty provisions apply.
• Dismantles hardware hook-ups, moves hardware to new locations and reconnects hardware to newly installed cabling.
• Maintains and administers the telecommunications systems, Call Management (CMS) and Voice Messaging systems (VMS); oversees installation of systems, including equipment and cabling.
• Liaises with telecommunication service providers to report trouble and enable speedy resolution to functional problems and system outages.
• Responsible for telecommunications equipment and network services needed to satisfy business requirements for video conferencing.
• Diagnoses and locates equipment faults and adjusts, replaces or repairs telecommunications equipment.
• Provides on-going evaluation of system performance on local area network and telecommunication systems and offers recommendations for changes and/or enhancements.
• Responsible for the daily operation and function of local/wide area network operations such as setting up new users, installation of hardware, diagnosing and resolving hardware and software problems, ensuring proper file server operation and file backup.
• Maintains a personal computer inventory database and telephone equipment database to ensure all personal computer and telephone resources are accounted for; maintains a software library of all SBU-owned personal computer-based software, ensuring compliance with all software licenses and copyright laws.
• Responsible for observing all applicable safety requirements and reporting immediately any unsafe practices/conditions.
• Carries out special projects as assigned.
• Position Requirements
• Working experience using JIRA service desk, ServiceNow or equivalent for managing incidents and service requests.
• Prior experience in a 1st/2nd line service desk environment is preferred; training will be provided as needed.
• Excellent knowledge of using and troubleshooting Microsoft Office products.
• Strong working knowledge of Windows-based systems (Windows 10, Windows 11, Server 2016-2022).
• Good working knowledge of Windows technologies, such as Active Directory and Microsoft 365.
• Foundational knowledge of networking, including TCP/IP, DNS, DHCP.
• PC hardware setup and configuration.
• Mobile phone and/or Cisco IP Phone support, is beneficial.
• ERP system installation, troubleshooting and support experience.
• College diploma in computer science; or equivalent.
• Strong analytical, attention to detail, and problem-solving skills.
• Good planning, organizational, analytical, decision making, oral and written communication skills.
• Ability to work independently, as well as in a team environment.
• Minimum of one year System Support experience.
• Must be authorized to work in the US.
• Benefits that make life better:
• Comprehensive Healthcare
• 401(k) with 100% company match; up to 5% vested
• Paid Time Off starting on day one
• Bonus opportunities
• Health- & Dependent Care Flexible Spending Accounts
• Short- & Long-Term Disability
• Life & AD&D Insurance
• Learning & Training opportunities
• #LI-RC1