What are the responsibilities and job description for the IT SUPPORT TECHNICIAN position at Wilson Lumber Company?
Role Summary
The IT Support Specialist provides part-time IT support across Wilson Lumber, troubleshooting computer issues, tracking and documenting resolutions through the ticketing system, and managing user accounts in the email system. This role supports Operational Technology (OT) systems, performs initial security event analysis, and assists with in-depth investigations as needed. The IT Support Specialist also contributes to the continuous improvement of software applications and network infrastructure security.
Scope of the Position
The IT Support Specialist is based at the Huntsville, AL site and supports 5 locations, including Huntsville, Madison and Tanner AL, Westmoreland and Fairview, TN. This is a part-time, non-exempt position scheduled for up to 20 hours per week, with specific days and hours coordinated with the Sr. IT Manager based on business needs. This position requires less than 20% travel to work sites.
Key Responsibilities
End-User & Device Support
- Support all departments and branches in the use of computer-based programs, software, phones, and related tools.
- Set up and install new PCs, laptops, printers, and network devices.
- Troubleshoot and resolve PC, printer, and other hardware issues.
- Troubleshoot and resolve network, firewall, and VPN issues.
- Use the ticketing system to track and document issue resolution in a timely manner.
- Manage user accounts within the email system, including setup, updates, and access changes.
Cybersecurity & Systems Support
- Conduct cybersecurity operations and periodic software/system audits.
- Perform initial security event analysis and assist with in-depth investigations as needed.
- Provide security and development solutions for Microsoft 365.
- Support OT (Operational Technology) systems as assigned.
- Monitor and maintain backups of the company's information systems.
Documentation & Process Improvement
- Support and assist with inventory processes.
- Ensure end-user performance and efficiency by understanding best practices, building standard operating procedures/process design, documentation, and end-user training.
- Assist with the continuous improvement of software applications and network infrastructure security.
Other Responsibilities
- Prioritize duties in a manner consistent with departmental and organizational objectives.
- Follow any other job-related instructions and perform other job-related duties as requested by management.
Position Qualifications
- Lumber, retail, manufacturing, or supply chain experience desirable.
- Ability to work independently and as a member of a team.
- Willingness to advance in learning information technology and cybersecurity.
- Knowledge and/or willingness to learn programming languages.
- Exhibit creativity and innovation in business solutions.
- Broadly focused and able to manage multiple efforts concurrently.
- Microsoft 365 experience.
- Ability to maintain consistent, reliable attendance within a part-time schedule.
Education and Experience
- Associate Degree in Computer Science, related field, or pursuing a similar degree.
- CompTIA Sec CE or equivalent IT certifications, or willing to pursue the certifications.
Physical Requirements
- Ability to lift up to 50 lbs.
- Ability to crawl and work in tight spaces.
- Ability to climb ladders.
- Sit, stand, frequently.
- Adapt to various environments including production.