PRIMARY PURPOSE –

Contributes to company sales growth and profitability by supporting Johnstone team members use of company information systems, thus allowing them to provide exceptional customer service. The IT Support Specialist is the first point of contact for system users requiting assistance with Johnstone Supply software and hardware systems.

SALARY RATE -

Salary: $75,000 - $75,000

ESSENTIAL DUTIES AND RESPONSIBILITIES -

• System User Support
• Assist users directly in-person, by phone or email. Handles multiple user requests simultaneously while maintaining a friendly and professional manner.
• Asks questions and actively listens to identify the cause of the issue. Researches and provides solutions.
• Follows up promptly on all user requests for assistance. Proactively communicates with users about the status of their issue.
• Develops good working relationships and rapport with users.
• Provides local and remote user support (occasional overnight travel).

• Helpdesk Results and Responsibilities
• Manages Helpdesk requests, resolves requests in areas of expertise. Coordinates resources and time from other IS personnel as needed to resolve issues in a timely manner.

• General Results Responsibilities
• Monitors, maintains, updates and administers access control, alarm systems, printers, personal computers, phones, phone systems (PBX), tablets and mobile phones. Work is remote and local (occasional overnight travel).
• Installs and upgrades hardware and software. Creates system images and deploys new laptop and desktop computers.
• Administers user accounts for facility access, voicemail, network and applications. Coordinates with the Human Resources department to manage accounts.
• Is organized and orderly maintaining appropriate records.
• Contribute to establishing company standards and procedures, creates and maintains documentation.
• Coordinates with vendors in the purchase, maintenance, and operation of systems.
• Researches and presents options to management to meet business goals.
• Other duties as assigned.

QUALIFICATIONS AND EXPERIENCE –

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Three years of IT work experience in an IT support, analyst or Helpdesk role.
• Skill to maintain a variety of computer, networks, and peripheral equipment.
• Experience with Windows 7 and Windows 10, and Microsoft Office.
• Ability to learn and effectively troubleshoot software/hardware specific to staff needs.
• Ability to listen carefully and respond to internal staff requests and problems.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Must have ability to work independently and prioritize tasks in order to provide excellent user support in a timely manner.
• Understanding of the role of technology as a tool to improve productivity and meet business goals.
• Strong interpersonal and communication skills.

BENEFITS -

• Medical
• Dental
• Vision
• Life insurance
• HSA & PPO
• 401k
• PTO