Information Technology Support Specialist
Job Description
About WorldWide Electric:
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WorldWide Electric is a national distributor and manufacturer of electric motors, motor controls and gearing both in private labeled lines and manufacturer’s brand labels, some of which are well known throughout the world.
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Position Description
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The IT Support Specialist will be responsible for problem solving open IT/Technology issues. You will respond and resolve open technology tickets via telephone or email or chat with remote and onsite assistance as required. The IT Support Specialist reports directly to the Information Technology Manger. This candidate is responsible for maintaining a professional appearance and a clean working environment that fosters a high level of customer care and a high sense of empathy and urgency in responding to and resolving open technology issues. Job duties also include project related work as directed by the Information Technology Manager. The mix of help desk work and project work adjusts to meet current needs. This role may involve some travel and some off hours work, scheduled in advance.
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Typical duties/responsibilities may include, but are not limited to, the following:
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- Provide exceptional customer support and professional IT/Technology Support Desk to WorldWide Electric users.
- Adhere to the WorldWide Electric Technology Support Ticket Protocol.
- Process new user setups and employment terminations as well as adds, moves, and changes, on all internal systems.
- Prepare new hardware equipment for deployment as well as facilitate hardware replacement as part of break/fix resolution.
- Occasional travel to other WorldWide Electric locations.
- Install related cable management, mounts, or other peripheral components.
- Manage IT/Technology assets across WorldWide Electric locations
- Escalate issues as appropriate.
- Participate in and seek training on the step-by-step resolution methods or user setups.
- Participate in and seek training on using the suite of tools for managing tickets, user communications and alert notifications.
- Recommend topics to cover during training based on call content and advise when additional user training is necessary.
- Adhere to Information Technology Department Service Level Agreements using ticketing system.
- Participate in a documentation process to create comprehensive checklists for provisioning and de-provisioning new users, processing adds, moves, changes.
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Qualifications
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- 2+ years professional IT experience.
- Working experience with Microsoft Azure EntraID and Microsoft M365 services (Office suite, Teams, user administration, MFA).
- Experience patching operating systems and 3rd party applications to address vulnerabilities and ensure efficient operation.
- Formal IT education and/or technical certifications preferred.
- Experience responding to responding to and prioritizing managing technical inquiries submitted via internal Helpdesk/ticketing system.
- Experience supporting customers remotely across multiple geographic locations.
- Strong people skills and experience working in a team environment.
- Candidates should be self-motivated, driven for success, and improvement oriented.
- Candidates must already have a work authorization that would permit them to work for Worldwide Electric Corp LLC in the US.
- Equal Employment Opportunity at Worldwide Electric Corp LLC.
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Salary
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- 60,000 - 70,000 + 3% Annual Bonus
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Professionalism and integrity are a must
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We seek only those individuals who are serious about their work and desire to advance in their role within the company. We work in a fast-paced, fun environment where we focus on sales results, employee education and career advancement. We desire individuals with a ‘team player’ attitude, great communication skills, inherent customer savvy and a strong work ethic.