Desk Side Support Specialist

Company Overview

Murrelektronik is a global leader in the development, manufacturing, and distribution of automation solutions. Our products can be divided into four core lines: Power Supplies and Control, Interfaces, Cables/Connectors, and IO Systems.

Our high-quality, innovative products and focus on market requirements sets us apart from the crowd. Our customer-oriented approach ensures that our tailored solutions improve the customer’s applications.

We are looking for a Desk Side Support Specialist to support the users in the USA.

Summary

The Desk Side Support Specialist is an IT professional who provides onsite technical assistance for computer hardware, software, and peripherals to our USA employees in cooperation with our local external IT Consultant and our Corporate IT Team in Germany. This role requires strong organizational skills and excellent communication skills.

Essential Functions

• Supporting local IT Consultant as required
• Configuring, installing, and supporting computers, software applications, and peripherals, including printers, scanner, TVs, ClickShare devices, video conferencing tools, etc.
• Troubleshooting and resolving technical issues with hardware, software, and network connectivity
• Ensuring the smooth operation of user workstations to minimize downtime
• Performing upgrades and routine maintenance to ensure systems are up-to-date and secure
• Providing hands-on and remote assistance to users
• Answering help requests via various channels such as in-person, over the phone, via chat, and through the IT ticket system
• Providing support for label printers, scanners, and terminals in the areas of logistics and manufacturing
• Maintaining confidentiality regarding data, information, documentation, processes, and functions of the company
• Handling a variety of customer service issues with courtesy and professionalism
• Listening to fully understand what an end user’s needs and/or requests are
• Managing escalations to proper IT support level timely
• Effectively managing multiple tasks simultaneously
• Maintaining documentation effectively, especially for recurring problems
• Administering the local telephone system (Aircall)
• Administering the local badge entry and visitor tracking system
• Administering the Verizon company cell phone and tablet program
• Attending regular virtual meetings with German counterparts
• Assisting with planning and implementation of Global IT projects

Required Education and Experience

• Minimum of 2 years of related professional experience is required
• Bachelor’s degree from an accredited college or university with major course work in information systems or a related field is preferred
• Strong working knowledge of all aspects of PC systems, Windows operating systems, and MS Office (365)
• Keen attention to detail, the memory of patterns, and interest in problem-solving
• Excellent oral and written communication skills
• Effectively communicate complex technical processes to non-technical users
• Ability to work collaboratively with cross-functional teams and stakeholders
• Ability to undertake self-directed tasks when necessary
• Be adaptive towards new systems and technology
• Understand the complex relationships between different components in a networked environment
• Adjust to frequently changing workloads and priorities
• Effectively manage time and prioritize work

Competencies

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position:

• Oral/written communication—the individual speaks and writes clearly and persuasively in positive or negative situations and is able to effectively communicate with all management levels.
• Analytical—the individual synthesizes complex or diverse information.
• Problem solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
• Judgment—the individual displays willingness to make decisions, exhibits sound and accurate judgment, and makes timely decisions up to their delegated authority level.

• Quality/Detail management—the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness in all aspects.
• Planning/organizing—the individual prioritizes and plans work activities appropriately, uses time efficiently, and develops realistic action plans.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Position Type and Expected Hours of Work

This is a full-time position with some overtime required. Normal days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. in our Suwanee, GA office. The ability to work nights, weekends, and holidays to implement special projects is occasionally required.

Travel

This position may require occasional travel.