IT Support Specialist

The IT Support Specialist will take ownership of users’ concerns and see problems through to resolution. Research, diagnose, troubleshoot and identify solutions to resolve blocking points. Follow standard procedures for proper escalation of unresolved issues to the appropriated internal IT department and, occasionally, access to any other departments’ responsible person. The IT Support Specialist will provide prompt and accurate feedback to users with a proper recording of problem resolution steps in the company support platforms. Answer questions from users and about features and General IT infrastructure and supported platforms.

1. Primary participant in the delivery of high performing service support function, prioritizing and managing many open cases at one time, making sure to meet company SLA standards.

2. Rapidly establish a good working relationship with all employees.

3. Install and configure computer hardware operating systems and applications.

4. Talk customers through a series of actions and supports, either face-to-face, over the telephone, or within the support platform, to help set up systems or resolve issues.

5. Troubleshoot system and network problems, diagnose and solve hardware or software faults in collaboration with other IT department team members.

6. Perform user onboarding creating user accounts, configuring IT equipment and participate to the employee orientation.

7. Perform user offboarding, disabling access as soon as possible, coordinating with HR team with equipment return and managing IT hardware second life.

8. In conjunction with the Supervisor, research, evaluate and recommend new hardware and software to support an expanding enterprise system infrastructure.

9. Document and maintain hardware and software standards.

10. Assist in maintaining accurate software and hardware inventory.

11. Maximize use of hardware and software by training users; interpreting instructions; answering questions.

12. Install software into production by properly and securely loading software into computer following specifications and requirements.

13. Place hardware into production by establishing necessary connections into the existing environment.

14. Contribute to team effort by accomplishing related tasks as needed.

15. Ensure Gerflor’s policies and procedures are understood and followed.

16. Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.

17. Travel up to 10% - regional office locations.