IT Support Specialist II

We are looking for an IT Business Support Specialist to assist staff to resolve technical issues and provide courteous and knowledgeable assistance with questions. They will function as on-sire support and provide both level 1 and level 2 support as needed.

All resources maintain, troubleshoot and repair technical infrastructure including desktop hardware, operation systems, applications and office systems. Serves as the first and second line of support for all user IT support issues within an area and works with available resources, hardware and software vendors to provide effective solutions, break/fix and problem resolution. Work as remote hands and onsite resource for other IT departments., 1. Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance

1. Respond to questions from emails, calls, and incidents
2. Become familiar with respective applications use throughout the organization.
3. Learn fundamental operations of commonly used software, hardware, and other equipment.
4. Follow standard IT Support operating procedures; accurately log all Service Desk tickets using the defined tracking software
5. Become familiar with helpdesk policies and services
6. Resolve or escalate incidents within a timely mannner
7. Interface with internal stakeholders and end users
8. Familiarity with the fundamental principles of ITIL/SLA
9. Exceptional written and oral communication skills
10. Exceptional interpersonal skills, with a focus on listening and questioning skills
11. Support for computer hardware and any authorized desktop software
12. Responsible for monitoring, operating, managing, troubleshooting and restoring service to any terminal service client, personal computers (PC) or notebook that has authorized access to the network
13. When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper level support team members
14. Develop trends by monitoring and analyzing incoming calls, problems and support requests
15. Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
16. Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician
17. Identify and learn appropriate software and hardware used and supported by the organization
18. Perform post-resolution follow-ups to help requests
19. Reinforce SLAs to manage end-user expectations
20. Serve as on-site support for remote plant operations
21. Remote hands for other IT departments
22. Delivery and setup of IT hardware/Retrieving of old hardware, 1. Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.

1. High school diploma or equivalent
2. 2-4 years of experience within customer service or technical support role
3. Driver’s license needed., 2. Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
4. Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
5. Excellent oral and written communication skills.
6. Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
7. Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
8. Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
9. Ability to think around problems and come up with creative solutions is helpful.
10. Ability to work with or without direct supervision.

Competencies:

1. Ability to work both as a part of a team and individually
2. Applying expertise and technology to resolve issues
3. Analyzing and identifying trends in IT support incidents
4. Learning & researching changes within the IT field
5. Planning & organizing daily activities relating to IT support
6. Delivering results and meeting customer expectations
7. Achieving personal work goals and objectives, While performing the duties of this job, the team member is regularly required to talk and hear. This position requires standing, walking, bending, kneeling, stooping, crouching, crawling. The team member may have to lift and/or move items over 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work:

This is a full-time position and the expected work hours are decided by the hiring manager.

Travel:

Travel is required daily.

Preferred Education and Experience:

1. Manufacturing/industry IT experience
2. A+ certifications or equivalent
3. Associate degree in related field of study

Work Authorization/Security Clearance

Must be legally authorized to work in the United States.

1. Comprehensive benefit offerings including medical, dental, vision, 401k with employer match, vacation, and more!
2. Fair and competitive compensation.
3. Career development and mentoring and opportunities to grow.
4. Holiday, personal and vacation days.

Lippert is a leading, global manufacturer and supplier of highly engineered products and customized solutions, dedicated to shaping, growing and bettering the RV, marine, automotive, commercial vehicle and building products industries. We combine our strategic manufacturing capabilities with the power of our winning team culture to deliver unrivaled customer service, award-winning innovation and premium products to all our customers.