IT Technical Support Specialist

Overview

SNAP-ON BUSINESS SOLUTIONS RICHFIELD, OH

Requires a technically trained and self-motivated individual who can provide technical assistance to both our SBS internal associates as well as our external global customers. Must be able to quickly identify, analyze and successfully resolve difficult issues by employing various diagnostic tools. Associate must be able to aptly provide professionally sound software advice as well as resolve computer hardware issues. Assistance will be provided to either internal or external customers via telephone, email, remote access, or in person as required. May provide assistance concerning the use of deskside tools including hardware, software, printing, hardware/software installation, electronic mail, operating systems, network issues, web support, telecom, and general technical troubleshooting. Perform deskside support duties including installation, maintenance, testing, of personal computers, printers, faxes, and other deskside technology oriented infrastructure as assigned. Work with Infrastructure Services global team to resolve complex desktop, network, and www technical problems. Must work independently with minimal supervision. Responsibilities 1.

• Configure and install personal computer hardware and software as assigned including new PC setup, reconfiguration of existing PCs, hardware and software troubleshooting, PC inventory management and proper disposal of obsolete deskside equipment per company policies and procedures. 2.
• Daily interaction with all levels of associates to perform various Tier I and Tier II level troubleshooting. 3.
• Coordinate efforts with global I/T management and/or Sr.

Manager, Technology to ensure that the information assets of the Company and the commercial clients are protected at all times. 4. Utilize asset management resources to ensure client devices or virtual instances are secure with no vulnerabilities. This will require software asset management for updates and patching as needed. Follow the cyber security exception policy when needed. 5. Create and follow procedural documentation to drive consistency and improve efficiency for desktop support functions as well as the global external support functions. 6.

• Independently performs and directs high-level on-line and remote diagnostics required to maintain customer satisfaction.

7. Identifies, implements and trains team members on improved diagnostic opportunities for desktop support functions as well as the global external support functions. 8. Aggressively solicits intra-departmental information to effectively resolve customer issues. 9. Provides technical input and solutions relative to field service, training, sales and customer requirements. 10. Train or assist other associates within the department as required. 11. Perform miscellaneous duties as assigned. Qualifications § Associate degree with 2- 3 years' work experience is required. § Industry recognized certifications will be considered. § Strong background in hardware, software and terminal emulation. § Experienced in LAN/WAN networking a plus. § Experienced in Microsoft 365 applications, Microsoft developer tools, Defender, remote connection technologies and PC troubleshooting skills regarding hardware and software. § Experience in Tanium and Trellix. § Knowledge of current Windows desktop operating systems. § Excellent communication, writing/documentation, prioritization, customer service and organizational skills. § Ability to work with global clients, technical staff, and vendors. § Good problem solving and consultative skills. § Must be a team player with a positive attitude, enthusiasm, initiative, sense of urgency, and be self-motivated. § Willingness and ability to work overtime and have the ability to work on a rotating after-hours schedule. § Knowledge of Oracle business applications (CRM, Purchasing, etc.) is a plus § Must have the ability to work unsupervised and follow defined policies and procedures. § Occasional travel may be required. Actual compensation may vary based on experience, location, and other factors.