IT Support Specialist

Position Summary:

The IT Support Specialist  role provides essential helpdesk support, assisting and liaising with our managed services provider (MSP) to ensure prompt and effective resolution of user issues across various sectors of Simon Pearce including retail, manufacturing, warehouse, restaurant, and business operations.  This role can be located in Windsor, VT or Oakland, MD.

We offer competitive pay and a benefit package that includes the following for benefit eligible roles:  medical, dental, and vision coverage, employer paid life & disability, and tuition reimbursement.  All roles include paid time off, potential 401k retirement plan with employer match, and additionally, we offer exclusive employee discounts on both our glass and pottery products and at our exquisite restaurant. 

Primary Duties and Responsibilities:

Liaison with Managed Services Provider

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  Act as the primary point of contact between the company and the managed services provider.

  
  


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  Collaborate with the provider to address and resolve user issues, ensuring timely and effective solutions.

  
  


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  Monitor and follow up on service tickets to ensure resolutions meet the company's standards.

  
  


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  Maintain high standards of communication, updating users on the status of their issues and anticipated resolution times.

  
  

User Support & Troubleshooting

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  Provide first-level support for hardware, software, and network issues for retail, manufacturing, warehouse, restaurant, and business users

  
  


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  Oversee and manage the daily operations of the IT helpdesk, ensuring efficient processing and resolution of tickets.

  
  


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  Provide exemplary customer service by assisting with technical issues, offering solutions, and ensuring a positive user experience.

  
  

On-Site Support

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  Travel to various company locations as required to provide on-site support and resolve issues that cannot be handled remotely.

  
  


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  Directly engage with teams and ensure the consistency and reliability of IT services, and to assess user needs (both met and unmet).

  
  


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  Assist in setting up and configuring hardware and software at different sites.

  
  

Documentation & Reporting

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  Document helpdesk tickets, resolutions, and user interactions to facilitate continuous improvement in IT support services

  
  


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  Maintain accurate records of user issues, resolutions, and interactions with the managed services provider.

  
  


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  Prepare and deliver regular reports on support activities, including trends and recurring issues.

  
  

Secondary Duties and Responsibilities:

Training & Guidance

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  Provide basic training and guidance to end-users on using core technologies and IT resources effectively and associated best practices

  
  


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  Create and maintain user guides and FAQs to empower users to resolve minor issues independently.

  
  

Continuous Improvement

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  Identify areas for process improvement and suggest enhancements to improve efficiency and user satisfaction.

  
  


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  Stay updated with industry trends and advancements to recommend new tools or practices that benefit the organization.

  
  

Qualifications Required:

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  Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.

  
  


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  Minimum of 3 years of experience in helpdesk support or a similar IT support role.

  
  


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  Demonstrated ability to manage and resolve helpdesk tickets effectively.

  
  


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  Strong experience in coordinating with MSPs and understanding of external and internal IT operations.

  
  


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  Proficiency in IT systems including Windows, MacOS, Google Suite, and various helpdesk management tools such as Cloud Radial.

  
  


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  Excellent written and verbal communication skills.

  
  


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  Strong problem-solving abilities and attention to detail 

  
  


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  Exceptional customer service skills.

  
  


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  Valid driver’s license and reliable transportation

  
  

Qualifications Desired:

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  Strong interpersonal and communication skills, capable of explaining complex IT concepts in simple terms.

  
  


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  A proactive approach to problem-solving and a strong customer service orientation.

  
  


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  Ability to work independently and collaboratively in a dynamic environment.

  
  


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  Ability to effectively manage multiple tasks in a changing environment 

  
  


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  Detail-oriented with a focus on providing consistent and high-quality IT support.

  
  


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  Dedication to continuous learning and improvement in IT and customer service areas.

  
  

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear.  The employee frequently is required to stand, walk, and reach with hands and arms.  The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 20 pounds and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.  The noise level in the work environment is usually quiet.

Simon Pearce is committed to the policy of equal employment opportunity and to provide all employees with the work environment necessary to enable them to advance on merit as far as their talents and skills will take them, without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetic information, status as a protected class of veteran, or any other legally protected status.