New-Indy Containerboard Hiring for IT Support Specialist Job at Catawba, SC Full Time

Position Title: IT Support Specialist

Description

Individual with great problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment. The IT Support Specialist’s role is to provide technical support so that end users can accomplish business tasks. They take initiative and ownership of reported end-user problems. They use diagnostic tools to identify root problems.

This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual to provide in-person, hands-on help at the desktop level.

Responsibilities

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.

Acquisition & Deployment

• Assist in software releases and roll-outs and communication to the end users.

Operational Management

• Operate within the Service Desk and respond to incidents, requests, and problems to help drive resolution and ensure issues are completed within SLA.
• Resolve issues and support tickets within local mill applications and systems. Field incoming requests to the help desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Build rapport and obtain problem details from service desk customers.
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced team member.
• Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Installing hardware, implementing file backups, and configuring systems and applications.
• Complete hands-on fixes for desktops and laptops that include software installations and upgrades.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Reviewing alerts and testing backups
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups to help requests.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.

Position Requirements

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
• Certifications in networking and systems administration preferred.

Knowledge & Experience

• Knowledge of basic computer hardware, including IP phone systems.
• Experience with desktop and server operating systems, including Windows and MS Server platforms.
• Extensive application support experience with MS Office.
• Working knowledge of a range of diagnostic utilities, including Spiceworks.
• Familiarity with the fundamental principles of ITIL.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong documentation skills.

Personal Attributes

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Work Conditions

• 40-hour on-site work week. Emergency call availability for 24 hour production environment.

Who is New-Indy Containerboard?

• Founded in 2012, New-Indy Containerboard is a joint venture of two successful, privately held companies, the Kraft Group (Boston) and Schwarz Partners (Indianapolis).
• As an essential business, we operate in 7 states and in Mexico and have about 2,200 employees within 4 paper mills and 3 packaging companies.
• New-Indy has experienced substantial growth through acquisition. Since 2012, we have a growth rate of almost 900% and aren’t slowing down!
• We focus on environmentally conscious manufacturing processes and facilities including 100% recycled fiber, co-generation power plants and waste-water treatment capabilities.
• Our IT organization is growing, establishing best practices with a team of highly passionate professionals making a difference across the company.
• Visit our website at www.newindycontainerboard.com
• Follow us on LinkedIn at https://www.linkedin.com/company/new-indy-containerboard-llce

Does this sound good to you? If so, great! Click the link to apply for the position. We look forward to hearing from you!

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday
• On call
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Catawba, SC 29704: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• IT support: 3 years (Preferred)

Work Location: One location