IT Support Specialist - I

Job Description: IT Support Specialist – Tier I

Location: Swedesboro, NJ

Overview and Responsibilities

An IT Support Specialist – Tier I is a critical member of our IT team, responsible for providing first-level technical support and troubleshooting for hardware, software, and network-related issues. This role serves as the initial point of contact for end-users seeking technical assistance and ensures a timely resolution of issues or escalation to higher tiers when necessary. Working hours are 4 days a week, with shifts of 8 AM to 6:30 PM on Sunday and Saturday, and 10:30 AM to 9 PM on Monday and Friday.

Key Responsibilities

Technical Support

• Respond to technical support inquiries via phone, email, or in-person promptly and professionally.
• Troubleshoot and resolve hardware, software, and network issues by utilizing diagnostic tools and established procedures.
• Provide guidance to end-users on system use and best practices to minimize future issues.
• Install, configure, and maintain computer systems, peripherals, and software applications as needed.

Documentation and Reporting

• Maintain detailed records of support requests, troubleshooting steps, and resolutions in the ticketing system.
• Generate regular reports on common issues and support trends to identify areas for improvement.
• Document and update technical procedures, knowledge base articles, and user guides.

Customer Service

• Deliver exceptional customer service by maintaining a friendly and professional demeanor.
• Communicate effectively with end-users to understand their issues and provide clear instructions and solutions.
• Follow up with end-users to ensure satisfaction and that issues have been resolved.

Collaboration and Teamwork

• Work closely with other IT team members to share knowledge and assist with more complex technical issues.
• Escalate unresolved issues when necessary, providing detailed information and context.
• Participate in team meetings and contribute to the continuous improvement of IT support processes.

Qualifications and Skills

Educational Requirements

• Associate’s degree in Information Technology, Computer Science, or a related field. A bachelor’s degree is preferred.
• Relevant certifications such as CompTIA A , Network , or equivalent are a plus.

Technical Skills

• Basic understanding of computer hardware, operating systems, and software applications.
• Familiarity with network concepts, including TCP/IP, DNS, and DHCP.
• Proficiency with Microsoft Office Suite and common business applications.
• Experience with remote support tools and ticketing systems.

Interpersonal Skills

• Strong communication skills, both verbal and written.
• Excellent problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Customer-focused mindset with a passion for helping others.

Experience

• 2-3 year of previous experience in a technical support or helpdesk role is required.
• Experience with Windows and Mac operating systems.
• Knowledge of mobile device management and support is required.
• Proficient in building, configuring, and troubleshooting equipment such as desktops, servers, and laptop computers, which is considered an asset.
• Competent in reading and comprehending Standard Operating Procedures (SOPs) and ensuring staff adherence to these procedures.
• Thorough understanding and compliance with all safety regulations and the policies set forth by Thomas Foods International, USA and the IT Manager.
• Successful completion of a pre-employment drug test is mandatory.
• Physical endurance and strength are required. The ability to stand for prolonged periods and lift up to 25 pounds independently is essential.
• Ability to climb ladders, operate in a production environment and working in confined spaces.

Work Environment

• This role is based in the office with occasional requirements for remote support outside of regular hours.
• On-call is required once a week each month and is compensated as overtime. This includes evening, morning, and weekend support for critical issues or maintenance activities.

Company Culture

We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued. Our commitment to innovation and excellence drives us to provide top-notch support to our end-users and continually improve our IT infrastructure.

Job Type: Full-time

Schedule:

• On call
• Weekends as needed

Ability to Commute:

• Swedesboro, NJ 08085 (Required)

Work Location: In person