IT Support Specialist II

Mowi USA is seeking an experienced IT Support Specialist to ensure the smooth and efficient operation of local IT systems in support of our business goals. This role will collaborate on key IT initiatives and take the lead in continuously improving systems, infrastructure, policies, and procedures. The IT Support Specialist will work closely with stakeholders across the organization to identify and resolve technical issues promptly while ensuring consistent compliance with Mowi’s corporate IT standards and guidelines.

Work Environment

• The role requires In-Office presence at the Ducktrap Headquarters in Belfast, ME.

Responsibilities

• Provide support for incoming service desk requests via phone, web portal, and email, ensuring courteous, timely, and effective resolution of end-user issues.
• Prioritize incidents and service requests according to established processes to meet defined SLAs.
• Utilize remote monitoring and management (RMM) tools and diagnostic utilities to resolve support requests.
• Perform hands-on troubleshooting and repairs when remote tools are not applicable, including hardware repairs, peripheral installations, and other necessary fixes.
• Administer and support cloud infrastructure (preferably AWS).
• Perform network administration tasks and troubleshoot network-related issues.
• Conduct preventative maintenance, including patch management and vulnerability management.
• Ensure adherence to company safety and security standards.
• Install and configure new workstations.
• Image PCs using Microsoft Intune.
• Troubleshoot end-user issues related to hardware, software, and connectivity.
• Maintain and support hardware such as PCs, printers, and conference room equipment.
• Serve as the primary point of contact for Help Desk support.
• Act as the single point of contact for all company-issued mobile devices.
• Improve end-user experience by training and demonstrating better use of existing software tools.
• Create user documentation and operating instructions for internal reference.
• Maintain accurate records of hardware and software changes and revisions.
• Stay current with professional and technical knowledge by attending educational workshops, reading relevant publications, networking, and participating in professional organizations.
• Contribute to overall team success by completing related tasks and responsibilities as needed.

Qualifications and Skills

• Minimum 2 years of relevant IT experience.
• Advanced knowledge of PC and network operating systems.
• Solid understanding of network hardware, protocols, and standards.
• Extensive experience in end-user support.
• Skilled in physical installation of workstations, cabling, and access points.
• Proficient in Windows 10.
• Able to effectively train users on software tools.
• Familiar with project management principles and methodologies.

Competencies

• Strong interpersonal and communication skills.
• Ability to conduct and lead research on IT issues and products as needed.
• Self-motivated and able to work independently.
• Detail-oriented.
• Strong analytical and problem-solving abilities.
• Proven collaborator across departments and teams.

Education

• Bachelor’s degree in Information Technology, Computer Science, or related field.

**All requirements and skills are considered to be essential, unless otherwise indicated**

** Mowi-Ducktrap is an Equal Opportunity Employer**

The above job description is not an all-encompassing list of duties and responsibilities required of theemployee for this job.

Mowi-Ducktrap is a Drugfree Workplace.

**Mowi-Ducktrap does not accept recruiting agency resumes. Please do not forward resumes to our jobs alias, Mowi-Ducktrap employees or any other company location. Mowi is not responsible for any fees related to unsolicited resumes**