User Support Specialist

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Job Description: 

This is a staff position within the IT Department responsible for ensuring continuity of computer system services for business users by providing the technical expertise, assistance, and project coordination necessary to install/update computer software products, modify/repair hardware and resolve technical problems.

Responsibilities & Duties: 
  • Assure continuity of the computer systems for all business users. 
  • Manage enterprise application user accounts and access rights.
  • Manage physical user access to corporate worksite.
  • Research and analyze software products and applicability to organizational environment. 
  • Install, configure and manage computer applications; perform periodic updates, as applicable.
  • Maintain Windows Deployment Services (WDS) and base images.
  • Install and maintain desktop and laptop hardware and software, including preventative maintenance, troubleshooting and repair.
  • Deploy mobile devices in accordance with company policy. 
  • Maintain workstation, laptop, tablet and phone asset listings.
  • Availability for after-hours and periodic weekend and/or holiday coverage, as needed.
  • Provide technical assistance and advice to users, including training, security, backup and data recovery, as needed.
  • Recommend changes in software and hardware to improve efficiencies and/or capabilities. 
  • Assist in implementing practices that will more effectively utilize MIS resources. 
  • Support IT related projects that may include travel to other business locations.
  • Performs other duties as may be assigned. 
  • Compliance with GH Foods’ Good Manufacturing Practices [GMPs]
  • Understanding basic concepts of food borne illness.
  • While performing the duties of this Job, the employee is regularly required to talk or hear.
  • The employee is frequently required to walk; sit and use hands to finger, handle, or feel.
  • The employee is occasionally required to stand; reach with hands and arms and stoop, kneel, crouch, or crawl.
  • The employee must regularly 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. 
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Minimal hazards consistent with a traditional office environment. Occasional travel to remote sites and exposure to cold working environment (approx. 37F).
  • Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
  • Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
  • Knowledge of Active Directory, Intel and Apple Hardware, Microsoft Operating Systems, Network connectivity and Android and iOS Operating Systems.
  • Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Understanding written sentences and paragraphs in work related documents.
  • Talking to others to convey information effectively.
  • Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Associate degree in computer science or equivalent related experience. 
  • Two or more years’ experience in a user support role.
  • Two or more years’ experience in repairing and administering computer hardware and software.
  • Bilingual (English/Spanish) preferred.
  • Strong communication and customer service skills.
  • Ability to work without supervision. 
  • Creative thinker.
  • Ability to problem-solve and make recommendations. 
  • Good time management skills.
  • Strong organization skills and detail oriented.

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Our company is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state or federal law.

This policy applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits and termination.

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