IT Support Specialist

Harbor Foods Group•Modesto, CA

2d•$20 - $25•Onsite

About The Position

The Harbor IT Support Specialist requires technical experience in IT Support and Help Desk tasks including and related to both software and hardware issues. This person will have experience in providing excellent customer service and train users on system equipment and software as well as maintain and ready equipment for daily use. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands - on help at the desktop level. This is a daily onsite position in Modesto, CA 8:30am - 4:40 pm Monday - Friday 40 hrs/week Compensation: $20-25/per hour Benefits Summary : ESSENTIAL JOB FUNCTIONS Working with a ticketing system, complete the day-to-day tasks as assigned or become necessary . Be responsive and proactive. Show rapid response to all issues as well as follow through until it has resolution. Reply to voicemails, emails and any other communication received within 24 hours, even though an answer is pending, or task being completed to let the user know so they are informed. Provide phone support to customers calling the Support Desk (first on phones). Be punctual and ready to work at time of schedule.

Requirements

KNOWELDGE, SKILLS AND ABILITIES Provide exceptiona l customer service to internal and ex te rnal c u stom
Able to conduct research into a wide range of computing issues as
Able to absorb and retain information
Able to present ideas in user-friendly language .
Highly self - motivated and
Keen attention to details
Ab l e to effectively prioritize and execute tasks i n a high-pressure
Experience working in a team-oriented, collaborative env iron
A bility to be flexible when work schedule
Able to take initiative - Bring it to the team leader's attention if you see something that could turn into a problem or a better way to fix something
EDUCATION AND EXPERIENCE High School diploma or equivalent
Knowledge of basic computer h ardware systems
Knowledge of basic network troubleshooting
Hihgly profficient with Microsoft business applications such as Office 365
Except i onal written a nd oral commun ic ation and understanding of professional tact and responses.
Exceptional interpersonal skills, with a focus on rapport - building, listening, and questioning skills .
Strong documentation
Fluency in the English language both written and oral
Able to cover other shifts when others are absent.
Physically must be able to complete the daily work as assigned

Nice To Haves

To promote to a Support Specialist II: Have A+ Certification

Responsibilities

Customer Service Field incoming help requests from end users via telephone, in-person, and work orders in a courteous manner.
Ensure that all system users are cared for as problems arise.
Record all pertinent end user identification information, nature of problem or issue including all successful and unsuccessful decisions made, and actions taken, through to the final Resolve
product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure
Ensure that internal and external customers are satisfied with the solutions.
Test fixes to ensure problem has been adequately
Build rapport and elicit problem details from help desk
Prioritize and schedule prob l
Escalate prob l ems (when required) to the appropriate team.
Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file back u ps, and configuring systems and
Identify and learn appropriate software and hardware used and supported by the
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Intern et to aid in problem
Communicate to other staff members problems and solutions used during the shift and outline ongoing problems that others should know about during shift
Maintain quality service by establishing and enforcing organization
Training Assist in creating training manuals and user
Software and hardware usage to internal and external users.
Assist in trainings for internal and external users for more than 25
For example, train customers in use of new devices over the phone, walk sales rep through all their devices.
Help assist with classes for internal users
Ensure all training materials are up to date as well as documented in the I T WIKI
Test new software and upgrades and provide feedback to appropriate parties in a timely manner before deployment.
Assist in determining training needs and requirements and create training sche dule
Record Keeping Responsib l e for all IT related paperwork and documentation including, but not limited to, contracts, purchase orders and
Keep all hard- and software maintenance agreements up to
Maintain inventory of all required IT equi p
Maintain records of training and issued equipment as well as upkeep of the asset dbase
Track all warranty information on
Assist in the development and implementation of support related procedures and
Perform all fil ing duties for the IT
Other Understand and ensure policies and procedures are adhered to regarding Harbor computer usage guidelines and po l
Work with leadership to improve work processes, ensure documentation and project needs are completed accurately and in a timely
Maintain technical knowledge by attending edu c ational workshops and r evie wi ng publications.
Contribute to team effort by accomplishing related results as
Perform all standard Support Desk duties when
Ensure all IT areas are being kept clean and neat for appearance and safety