Position Title: IT Support Specialist III
Location: Warwick, RI
Starting Pay for position: $70,000 per year
THE MOST TRUSTED NAME IN CELEBRATING STUDENT MILESTONES – HERFF JONES
Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Herff Jones' products include class rings and jewelry, caps and gowns, diplomas, frames, announcements, and Greek accessories as well as motivation and recognition programs. Since 1920, our team has worked alongside students, faculty, and staff on campuses nationwide to help build a stronger community and celebrate student milestones. Our continued success relies on hiring extraordinary talent, with a passion for making a difference and eagerness to roll up the sleeves, to help us write the story of our next 100 years.
Summary of Position:
This position performs IT support duties and related problem-solving using desktop IT support skills, demonstrating IT desktop experience, good judgement, and initiative. Works well both as part of a team as well as independently, successfully completing tasks while receiving only general guidance on assignments and solutions. Performs technical work of a mid-level professional using standard techniques, concepts, and procedures. Competent to work independently on technical assignments and projects, meeting deadlines. Contributes to complex problem solving. Must possess excellent IT technical skills, customer service skills, work independently, supporting users and resolving their IT issues while representing Herff Jones Information Technology, follow directions, and be self-motivated to complete assignments, research and apply solutions.
Typical duties include installing, maintaining, and administering desktop computer systems, and associate peripherals including printers, monitors, docking stations, business application software, and various operating systems.
Responsibilities

• Install desktops, laptops, tablets, peripherals, and software products for networked and cellular standalone environments
• Detect, diagnose, research solutions, and resolve desktop, laptop, and tablet software and hardware failures
• Provide users with information, guidance, and instruction on use of desktop and laptop, and tablet hardware and software
• Analyze and assess customer service requests and provide prompt technical solutions
• Conduct IT audits as assigned, in compliance with policies governing the administration, utilization, and acquisition of desktop and portable computer products
• Prepare progress/status reports and submit to Sr. Manager as required
• Utilize ITSM software for opening/updating/closing tickets in a timely and appropriate manner
• Identify and document areas for process improvements
• Ability to create scripts for automation and better-defined troubleshooting processes
• Contact and effectively communicate with users by telephone, electronic communications, or in person
• Prepare equipment for reuse
• Provide technical support for users assigned to remote locations as required
• Perform software and hardware upgrades and installations involving multiple computers, printers, multi-printers, and peripherals
• Provide after-hours support and be on-call as needed
• Ability to lift up to 50lbs, must be physically able to walk, squat, bend, twist, lift, crawl under desks, reach out and above head, carry items, push and pull carts loaded with equipment

Experience Required

• Demonstrated proficiency installing, maintaining, repairing desktop operating systems, business applications, desktop computer hardware, peripherals, and printers
• IT Certifications applicable to desktop and mobile computer support desired
• ITIL Foundations certification preferred
• Experience providing excellent customer service
• Bachelor's degree in discipline and / or 5 – 7 years of equivalent experience
• Experience providing excellent customer service

JOIN THE BEST TEAM ON THE FIELD IN SPORT, SPIRIT & ACHIEVEMENT
About Herff Jones:
Indianapolis-based Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Herff Jones’ products include class rings and jewelry, caps and gowns, diplomas and announcements as well as motivation and recognition programs. Focused on building long-term relationships through a nationwide network of over 1,400 employees and sales partners, the professionals at Herff Jones have been helping elevate the student experience throughout the lifelong journey of education for more than 100 years. For more information about Herff Jones, please visit www.herffjones.com.
Herff Jones, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Herff Jones strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.
Any employment agency, person or entity that submits a résumé into this career site or to a hiring manager does so with the understanding that the applicant's résumé will become the property of Herff Jones. Herff Jones will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.