Job Information
Glenn O Hawbaker, Inc. IT Support Specialist in STATE COLLEGE, Pennsylvania
Job Summary: Coordinate service requests via Help Desk. Responsibilities include data entry and task assignment, troubleshooting assistance over the phone to end users, scheduling of external support resources, assisting with break-fix activities for PC equipment, PO receiving and inventory tasks. This non exempt position works with direct and indirect supervision.
Essential Functions: * Answer calls from GOH employees to Help Desk. * Record all calls in IT Help Desk support application. * Provide initial basic troubleshooting via call scripts. *Provide call followup * Route service calls to other IT resources for service; manage scheduling with external resources. * Perform PO receiving and inventory tracking/ maintenance functions. * Perform data entry functions. *Perform hardware repair and configuration * Perform work order follow-ups to confirm help desk request is completed. * Transport equipment within IT, throughout the corporate office. * Exercise proper care and maintenance of company equipment. * Perform additional administrative tasks and other assignments per supervisor's direction. * Travel and/or drive personal vehicle to trainings, meetings, events, etc.
Knowledge of: * Intermediate working knowledge of Microsoft Office Products. * Intermediate knowledge of voice and data technologies. *Screen sharing technology * Advanced knowledge of PC equipment.
Ability to: * Communicate with employees and vendors who have widely differing levels of technical experience. * Adapt to the constant changes in technology. * Learn and follow GOH company policies and procedures. * Prioritize and manage multiple tasks simultaneously. * Follow through on issues in a timely manner. * Efficiently and flexibly deal with changing priorities. * Distinguish confidential and/or personal information and prevent unauthorized disclosures.
Qualifications: * Must have strong organizational skills. * Must have excellent interpersonal verbal and written communication skills.
Education: * High school diploma or equivalent required.
Experience: * Previous Help Desk or Call Center experience preferred. * Current A+ certification or equivalent required.
Required Training: * Site Specific Hazard Training * At least bi annual Help Desk application Training depending on versions and release cycles * Managing Priorities Training * Effective Communications Training * Customer Service Training * At least bi annual Microsoft application refresher depending on releases and versions deployed
Physical Requirements: * (Constant 67-100%) - Talk and hear in conversations with GOH employees and customers. * Constant (67 - 100%) Talk on telephone and hear telephone conversations. * Constant (67-100%) Able to see and read PC screens, read normal type size print. *Constant (67-100%) Normal vision and hearing range. * Constant (67-100%) Use fingers/hands to type, write and file. * Constant (67-100%) Sit for sustained periods of time. * (Constant 67-100%) - Able to speak clearly. * Constant (67-100%) Use/operate basic office equipment such as phones, computer, file cabinets, copier, etc. *Frequent (34-66%) Bending, stooping, stretching, and prolonged standing. * Occasional (0-33%) Lift and/or transport items weighing less than 35 pounds from one location to another throughout shift. * Occasional (0 - 33%) Work in field or plant environment with exposure to adverse or extreme weather conditions, exhaust fumes, noise, dust, extreme temperatures.
This is a safety-sensitive position.