IT Support Specialist
Our Foundation:
Mission: We shape timeless and functional designs from simple, natural materials to elevate everyday life.
Vision: To celebrate the beauty of objects with real, authentic character.
Values: Dignity & Respect | Ownership & Initiative | Commitment to Quality & Craft | Learning & Growth Together
Position Summary:
The IT Support Specialist provides essential helpdesk support, assisting and liaising with our managed services provider (MSP) to ensure prompt and effective resolution of user issues across various sectors of Simon Pearce including retail, manufacturing, warehouse, restaurant, and business operations.
We offer competitive pay and a benefit package that includes: medical, dental, and vision coverage, employer paid life & disability, paid time off, flexible holiday time, 401k retirement plan with employer match, and tuition reimbursement assistance. Additionally, we offer exclusive employee discounts on both our glass and pottery products and at our restaurant.
Primary Duties and Responsibilities:
Liaison with Managed Services Provider
• Acts as the primary point of contact between the company and the managed services provider. • Collaborates with the provider to address and resolve user issues, ensuring timely and effective solutions.
• Monitors and follows up on service tickets to ensure resolutions meet the company's standards. • Maintains high standards of communication, updating users on the status of their issues and anticipated resolution times.
User Support & Troubleshooting
• Provides first-level support for hardware, software, and network issues for retail, manufacturing, warehouse, restaurant, and business users
• Oversees and manages the daily operations of the IT helpdesk, ensuring efficient processing and resolution of tickets.
• Provides exemplary customer service by assisting with technical issues, offering solutions, and ensuring a positive user experience.
On-Site Support
• Travels to various company locations as required to provide on-site support and resolve issues that cannot be handled remotely.
• Directly engages with teams and ensures the consistency and reliability of IT services, and to assess user needs (both met and unmet). • Assists in setting up and configuring hardware and software at different sites.
Documentation & Reporting
• Documents helpdesk tickets, resolutions, and user interactions to facilitate continuous improvement in IT support services
• Maintains accurate records of user issues, resolutions, and interactions with the managed services provider.
• Prepares and delivers regular reports on support activities, including trends and recurring issues.
Secondary Duties and Responsibilities:
Training & Guidance
• Provides basic training and guidance to end-users on using core technologies and IT resources effectively and associated best practices.
• Creates and maintains user guides and FAQs to empower users to resolve minor issues independently.
Continuous Improvement
• Identifies areas for process improvement and suggests enhancements to improve efficiency and user satisfaction.
• Stays updated with industry trends and advancements to recommend new tools or practices that benefit the organization.