Senior IT Technology Support Specialist

When it comes to work, we know you want more than a job. You want the opportunity to learn and grow, to be recognized for your efforts and accomplishments, to be treated with respect and have a sense of pride and belonging. That’s what a career at Lozier is all about. Our future success relies on the same thing that’s carried us for more than 65 years – a committed team of employees working together to achieve goals and provide our customers with the best product in the industry.

POSITION SUMMARY:

The Senior Information Technology (IT) Support Professional is responsible for the installation and ongoing support of desktop solutions. This role is responsible for supporting several varied desktop support services for internal customers who are both on site and remote. The Senior IT Support Professional serves as the escalation point for issue resolution and solution design. This role assumes regular on-call responsibilities.

ESSENTIAL JOB FUNCTIONS

• Champion Lozier’s Mission, Vision, and Core Values by demonstrating the behaviors that contribute to Lozier’s success.
• Provides oversight and guidance for complex maintenance, configuration, security, and reliable operation of computer systems and peripherals.
• Serves as point of escalation to level 1.5-2 by providing support, ranging from standard office technology to manufacturing equipment, which has integrated desktop solutions.
• Establishes standard delivery of desktop solutions, promoting repeatable and reliable service to include work on installation standards, configuring operating systems, and network set-up and testing.
• Administer group policies, security audits, and create access requirements, as assigned and approved.
• Develop, review, and train on standardized internal work instructions, documenting processes for team and end-users to reference in support of onboarding and mentoring junior team members.
• Research, evaluate, and recommend hardware and software solution standards.
• Subject matter expert in evaluating and testing new technology initiatives, assisting with technology rollouts and leading the computer system(s) related initiatives.
• Maintain asset records, ensuring inventory accuracy, relocation of assets, and equipment retirement.
• Ensure system security by responding to and assisting with cyber security incidents, supporting desktop encryption solutions, and administering patching updates.
• Create and review Knowledge Base articles, monitor issue queues in the service management tool, and ensure items are addressed in a timely manner by the desktop support team.
• Provide mentorship to junior team members as needed.
• Provide monthly reports to management on ticket management, service level agreements (SLA’s), and promote continuous improvement in delivery of services.
• Provide weekend and holiday remote coverage of the service desk.
• Demonstrate regular attendance and timeliness in reporting to work, meetings, and completing assignments.
• Ability to work and interact well with others.

OTHER JOB FUNCTIONS

• Assist with special projects that fall within the IT support area.

JOB QUALIFICATIONS

Education: Associate degree in computer science, information technology, information services, or another related field is preferred. Bachelor degree in computer science, information technology, information services, or another related field is desired.

Experience: Minimum of 3 years of experience in IT support, help desk, or another related field, if degreed. Minimum of 5 years of progressively responsible experience troubleshooting desktop support equipment and software, if non-degreed. Manufacturing or enterprise-level environment preferred. Active pursuit of relevant certifications can be considered in lieu of experience.

Required Skills

• CompTIA Certification.
• Strong ability to balance workload and set priorities.
• Strong technical ability in the area of computer software, hardware and mobile devices.
• Good verbal/written communication, both in-person and over the phone.
• Excellent customer service skills.
• Strong organizational skills.
• Efficient, effective, and creative problem solving skills.
• Ability to work effectively with tight deadlines and changing priorities.
• Good interpersonal skills. Able to work effectively with personnel from all areas of the corporation and build solid working relationships with staff and vendors.
• Strong time management skills and ability to keep issue tracking tickets up to date.
• Ability to work independently and collaborate with others to produce quality materials within expected timelines.

Preferred Skills

• Microsoft Windows Certi