IT Support Specialist - Henderson, United States - BURNCO Rock Products Ltd

Description

BURNCO is currently looking to engage contracted services of an energetic, personable, and talented IT Support Specialist for our Information Technology team.

This will be an onsite role located at our

Henderson, Colorado

office that will require travel to our field sites in our Colorado region, and will report directly to our Manager, IT Process & Delivery and supported by the Deskside Lead for the region.

You will provide onsite and remote technical support to End Users ensuring timely and accurate resolution with a high level of customer satisfaction.

As the region's IT Support Specialist, you will also be responsible for supporting the daily operations of the organization. You will be a strong problem-solver, and have proven experience working independently, as well as within a team environment.

As one of the key representatives for IT, you will gain an understanding of the systems and interfaces of our environment and operate as the representative for technology groups and policies while ensuring a high standard of customer satisfaction.

In addition to the overall responsibilities mentioned, you will also be involved in:

What You Will Be Doing

Strategy & Planning

Operating as the onsite representative for all IT groups including Networking, Infrastructure, Security, and End User Computing
Working collaboratively to deliver on larger IT, and business initiatives, and guiding on IT best practices and requirements when necessary
Liaise with IT/IS stakeholders to drive standards and best practices in the field, and ensure compliance
Liaise with Vendors for onsite work as needed

Operational Management

Answer Help Desk calls and email requests in a professional, courteous manner
Providing on-site and remote Tier-2 end-user technical support
Performing preventative, routine maintenance on location, at multiple sites
Obtaining and maintaining detailed catalog of assets per site
Training users on Desktop applications such as MS Office Suite, Adobe products, and industry specific business applications
Installing, configuring, and troubleshooting computer hardware, software, peripherals, VOIP and Mobile phones
Handling basic networking issues and tasks, including troubleshooting connectivity issues, configuring IP settings and setting up wireless networks.
Creating, deploying, and managing Windows images using technologies such as System Center Configuration Manager (SCCM) and Microsoft Intune.
Procuring, Deploying, and supporting mobility devices (iOS and Android)
Assist with application testing as necessary
Ability to create, and maintain IT Knowledge base with user training, and procedural documentation
Creating and managing active directory and o365 hybrid domain accounts
Managing Incidents and Service Requests in ServiceNow
Regular reporting on activities, including identification of deficiencies and suggested steps to remediate
Collaborate with second and third tier support teams to identify, troubleshoot, and remediate network deficiencies
Operate as on-premises support for changes, maintenance, or configuration tasks
Perform regular maintenance of software, and equipment to ensure longevity and cleanliness
Working collaboratively to deliver on larger IT, and business initiatives, and guiding on IT best practices and requirements when necessary
Ensure that all equipment rooms are tidy, organized, and maintained to standard as guided
Availability to participate in emergency response (including after hours)
Proactive maintenance and procurement of equipment in a timely fashion to prevent service interruptions
Assist with coordination of efforts for onboarding new users, and de-provisioning exiting users
Additional duties as directed

Reality of the Job

On-call availability required
Frequent travel to multipleBURNCOsites required, requiring comfortability in an industrial setting (PPE Required)
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
Routine inspection of devices, systems and cables in floors and ceilings
Lifting and transporting of moderately heavy objects, such as desktop computers, switches, UPS and peripherals

You Are Someone Who Is/Has

Proactive and self-motivated, with keen attention to detail
Owns mistakes and executes strong remediation/resolution, thereby generating trust
Strong planning, organizing and time management skills with excellent attention to detail
Good written and oral communication skills; good interpersonal skills
Proven analytical and problem-solving abilities
Aptitude for technology
Professionally mature with sound judgment and decision-making skills
Strong customer service orientation
Ability to present ideas in business-friendly and user-friendly language
Ability to effectively prioritize tasks in a fast-paced environment.

What We Would Like From You

Education/Certifications, Qualifications

Certification in ITIL, A+, MCSA or similar considered an asset
Experience with ServiceNow, or other ITSM ticketing systems
Proven ability to provide consistent, exemplary customer service
Existing experience support Office 365
Mobility support
Experience supporting Windows desktops, and desktop architecture
Sound understanding of networking concepts

Experience & Knowledge

Passion for customer service, and a high standard of service delivery
2-5 years' experience in a similar IT support role
Experience with Windows imaging and deployment tools (SCCM, Intune, etc)
Basic networking knowledge (TCP/IP, DNS, DHCP, etc) and experience handling wireless network setups and troubleshooting
Strong planning, organizing and time management skills with excellent attention to detail
Good written and oral communication skills; good interpersonal skills
Proven analytical and problem-solving abilities
Ability to multitask based on priority
Respectful of leadership input and direction
Extensive Knowledge of Active Directory is a must
Request & Incident ownership
Microsoft Office proficiency, specifically with Office 365
Ability to terminate, and test copper cable
Experience working in a team-oriented, collaborative environment
Organizational skills as related to cable management, networking cabinets, desktop cleanliness
Knowledge of ServiceNow platform is a plus
Receptive to feedback


IMPORTANT:
This position will require the successful candidate to:

have and maintain a valid Driver's License
provide a clean Driver's Abstract for review, if required
provide a valid passport - ability to travel to Canada while infrequent may be required
successfully pass pre-employment checks

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