IT Support Specialist I Full-time

at Gladieux Metals Recycling, LLC in Freeport, TX (Published at February-12-2020)

Position Summary: 

This is a position providing computing support to GMR locations. The position is responsible for first level problem determination, problem/incident recording, problem resolution and problem escalation for GMR supported products and services.  These products and services include networks, client/server systems, PC, desktop application software, online software, peripheral devices, and others. The Freeport GMR office is the primary support area but other subsidiary and locations are also supported. 
Duties include but are not limited to: 

Resolve computer support problems reported to Help Desk

  • Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
  • Uses advanced troubleshooting skills.
  • Courteously obtain and convey concise problem information for external and internal service personnel.
  • Provide accurate and timely logging of problems and resolution for problems in the Service Desk Plus problem management database.
  • Escalate problems as needed.
  • Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
  • Utilizes superior customer service skills.
  • Solve problems on Windows platforms with proficiency.
  • Perform other functions as assigned.

Training and Quality Improvement

  • Maintain in-depth knowledge of supported products and services.
  • Work with IT Manager to identify available Help Desk training that will enhance and improve computing support delivered to customer.

Help Desk documentation, records and procedures

  • Review and update Help Desk documentation as assigned.
  • Review and recommend modifications to procedures with IT Manager.
  • Gather and input data for regular reports distributed by Help Desk.

Qualifications:

  • High School Diploma required. Some college credits in a Computer Science Field preferred.
  • A minimum of one year of work-related skill, knowledge or IT experience is preferred.
    • Analytical and troubleshooting skills, solve problems, and take initiative to recommend process improvements.
    • Skill to determine priorities and work on several projects simultaneously.
    • Ability to work well independently and deal effectively in a rapidly changing environment.
    • Strong verbal and written communication skills, fluent in English, both verbal and in writing.
  • Shows initiative and acts independently to resolve problems.
  • Achieve successful outcomes in handling difficult situations and customers.
  • Must be able to pass criminal background check including a drug and alcohol test.

Working Conditions and Physical Requirements

Must be able to:

  • Must be able to push, pull and lift a minimum of 50 pounds.
  • Must be able to stand, sit, walk, reach and bend as required.
  • Must be able to sit at a desk and operate a computer for an entire shift.
  • Must be able to wear safety gear and required PPE.


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