Tech Support Specialist

Support end users and keep office technology running smoothly at Simmons Prepared Foods Inc in Siloam Springs, AR (onsite).

Responsibilities

• Maintain proper computer operations so end users can complete organizational tasks.
• Keep office technology components functioning at a usable level.
• Receive, prioritize, document, and resolve end user help requests.
• Track internal support requests; assist users to problem resolution and collect feedback.
• Use the corporate helpdesk system in coordination with other IS staff.
• Provide end user technology support including desktop support and workstation troubleshooting.
• Support company-wide needs face to face, by telephone, or through remote management software.
• Receive new computer systems, install work software, and deploy equipment to assigned staff.
• Follow established computer setup procedures to meet software and security requirements.
• Assist with installation and upgrades during office relocations or additions.
• Participate in installing equipment and data services.
• Review daily backup logs and confirm backups are complete.
• Perform periodic backup testing to ensure recoverability.
• Set up new users on phones.
• Complete monthly backups on phone systems.
• Maintain basic understanding of VMWare, navigation, and basic maintenance.
• Help System Administrators with basic troubleshooting and routine problem support.
• Assist with networking maintenance, including LAN switches and wireless access points.
• Assist with troubleshooting routine issues and support server maintenance tasks.
• Escalate issues to the appropriate staff when required.
• Update job knowledge through education opportunities, professional publications, personal networks, and professional organizations.
• Support ongoing team development, communication, and implementation of team concepts, programs, and policies.
• Coordinate work with team members to support best practices.
• Attend appropriate team meetings and support team cohesiveness on major issues (direction, annual plan, budget, policy changes).
• Identify gaps in team cohesiveness, raise concerns to the team leader, and work with the team to reinforce actions needed to build organizational synergy.
• Stay familiar with established operating systems (quality, security, office environment, company policies, LEAN) and communicate concerns or improvement ideas related to the impact of individual actions.
• Perform other duties as needed to support business objectives.

Requirements

• 2 years of preference for experience in a related field.
• High School Diploma or equivalent.
• Associate’s Degree in Information Technology/Computer Science or a technical related field and/or equivalent work experience.
• Knowledge of basic computer hardware, Microsoft Office, ERP systems, and Help Desk Systems.
• Experience troubleshooting PCs and basic network devices.
• Demonstrated understanding of personal computer workstations and desktop operating systems including Windows, MAC, and Linux, including safe and effective software installation in a network environment.
• Extensive application support experience.
• Track-It experience preferred.
• Strong communication and interpersonal skills to work with contacts at various levels.
• Preference for manufacturing or food processing organization experience.
• A+ or MCP certifications are a plus.

Technologies

• VMWare
• Microsoft Office
• ERP systems
• Help Desk Systems
• Track-It
• Windows
• MAC
• Linux
• LAN switches
• Wireless access points

Physical Activities

• Move about, climb in properly safe environments, and maneuver in tight spaces (including maintaining or retrieving computer equipment in an attic).
• Lift and carry equipment such as desktop PCs and monitors.
• Enter and locate information on a computer.
• Visually verify information, often in small print.
• Communicate with customers, vendors, or employees via telephone, in person, and/or electronic mail.
• May present information to small or large groups.

Personal Protective Equipment (PPE)

• As required by visiting facility.

Travel

• One to two offsite classes per year.
• Regular travel by car to supported sites.