IT Support Specialist

JOB SUMMARY

This position is responsible for overseeing and maintaining Lunds & Byerlys (L&B's) computer hardware and software systems. The role will assist the company in resolving technical issues concerning customer's accounts or company software infrastructure. This includes providing support for computer software integration by diagnosing and troubleshooting common problems across the organization. This is a hands-on role that will require working on a cross-functional team. This individual is also responsible for providing outstanding customer service and contributes to successfully achieving the objectives of the Information Technology team and company.

ESSENTIAL DUTIES & RESPONSIBILITIES

The following description of work to be performed by this individual is not intended to be all-inclusive. Rather, it focuses on the major tasks that must be accomplished. There are many necessary activities to satisfy any of the following performance guidelines.

• Act as the initial point of contact for all computer and system related concerns from internal customers, in person or over the phone
• Model the L&B customer service expectations
• Deliver in-person diagnosis and solutions at all locations (stores, facilities, CSO) to resolve hardware problems in a timely manner
• Install and configure computer systems and applications across the organization. Responsibilities include, but are not limited to:
  • Address user tickets regarding hardware, software and networking
  • Install and configure computer hardware, software, systems, networks, printers and scanners
  • Set up accounts for new users
  • Repair and replace equipment as necessary
• Assist leadership in creating training materials pertaining to computer troubleshooting and usage
• Organize and file documentation pertaining to warranties and instructional guides for computer hardware
• Maintain a working log detailing all required system updates, as well as the date of completion
• Resolve technical issues related to network interruptions
• Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved

OTHER JOB DUTIES (Not considered essential to the job)

1. Perform all other related assignments (including special projects) as required in a professional and cooperative manner.
2. On rare occasion, this position may be asked to work outside of the traditional Monday-Friday workweek to assist retail or manufacturing facilities and/or with special projects

MINIMUM QUALIFICATIONS

1. Education:
   1. Bachelor's degree in Computer Science, Information Systems or related field or equivalent work experience
2. Certifications:
   1. CompTIA A certification desired
3. Experience
   1. One to three years of proven experience providing customer service for information technology and maintaining technical knowledge of a companies' products and services
   2. Extensive experience working with a variety of operating systems including Windows and Mac OS
   3. Demonstrated proficiency installing and configuring computer systems and applications for a large company
   4. Comfortable working in and assisting others through company help desk software (ServiceNow)
4. LFHI Competencies expected of all team members include action oriented, communicates effectively, customer focus and instills trust.
5. Required Knowledge, Skills, and Abilities:
   1. A service-oriented individual with a high energy, positive and friendly demeanor
   2. Ability to respond to continually changing priorities and coordinate multiple projects
   3. Strong customer service, interpersonal, communication and problem-solving skills
   4. Demonstrated ability to prioritize and manage competing priorities to ensure solutions are defined and delivered in a reasonable and attainable timeline
   5. Demonstrated ability to accept feedback regarding customer experience with software or IT services and to turn that feedback into action to drive personal and process continuous improvement
   6. Ability to independently travel to all L&B sites, including IA and St. Cloud
   7. Ability to read, write, speak and comprehend English

OTHER REQUIREMENTS/EQUIPMENT USED, IF APPLICABLE

Equipment Used

• Office Equipment (this may include computer, phone, printer, scanner, copier and fax machine)