IT Support Specialist

Department: Information Technology

Reports to: Director of IT & Systems

Supervisory Responsibilities: None

Position Overview:

This individual will support all branches and employees in the use of all IT products and services including telecommunications, hardware, software, remote access, and business applications. Candidates must have attention to detail, a high level of problem-solving skills, strong communication skills, work well as a team, and be able to work well under pressure. Must be willing to drive to different locations to solve IT issues occasionally.

Benefits:

• Competitive salary
• Competitive Medical, Dental and Vision insurance offered
• 401K match after a year of employment
• Paid Time Off
• Flexible Hours

Job duties:

• Provides timely, professional, and high-quality customer service to users by responding to various hardware, software, networking, and other computer-related technology needs, as well as phone-related problems. Gathers information from the user, evaluates and prioritizing issues to determine which can be immediately resolved and which require escalation to appropriate IT team members.
• Provides support for the Eclipse ERP
• Provides application-troubleshooting support to internal users.
• Build, configure and set up of all new workstations and peripheral hardware; provides training to new users. Relocates existing computer equipment as needed.
• Works with stores to resolve issues involving system processes or hardware
• Cross trains within IT for additional support to end users.
• Coordinates third-party maintenance for defective hardware, and coordinates software and hardware support calls.
• Communicates and coordinates network and telecommunications downtime to users.
• Utilizes history to determine cause and solution of problem. Looks for trends in the problems to aid in preventing future problems.
• Help to develop and maintain IT Support maintenance, policies and procedures and documents common fixes to problems. Creates documentation for user procedures upon implementation of IT driven projects.
• Performs research and other IT or Eclipse projects as assigned.
• Maintains documentation for all IT Support calls, and projects by logging the creation, assignment, disposition and action taken on the job. Continually monitors and follows-up on jobs by keeping a detailed list with an updated period and stay within the expected deadlines.
• Perform other duties as assigned.

Experience and Skills:

• High school diploma or GED required.
• Knowledge of hardware and software in use within the organization, including Microsoft Office applications, PCs, Eclipse, printers, copiers, phones, credit card readers etc.
• Knowledge of business functions, operations, and principles.
• Working knowledge of operating systems such as Windows 7, Windows 8 and Windows 10.
• Ability to provide quality, ongoing customer service.
• Ability to organize, prioritize and solve multiple issues simultaneously in a timely and efficient manner.
• Ability to develop and use systems for organizing and keeping track of information.
• Problem-solving skills: listening to, interpreting, and meeting the needs of others; diagnosing and rectifying problems.
• Eclipse knowledge preferred.
• College education preferred.

Company Overview:

Johnstone Supply, The Balsan Group is an HVAC-R Distributor in Pennsylvania, Maryland, Massachusetts, Maine, and Vermont that is rapidly growing and has tripled in size over the last five years.

The Balsan Group is a family-owned HVAC-R Distributor in Pennsylvania, Maryland, Massachusetts, Maine, and Vermont that is experiencing rapid growth. We are dedicated to having the leading product and HVAC/R knowledge, unparalleled customer service, most convenient locations and ordering options.

We differentiate ourselves from other suppliers by offering innovative ordering options, rush delivery, fast Will Call pick up, expert-lead technical training, business advice and support, warehouse design and management services and more!