IT Support Specialist I

Who We Are:

Lippert is a leading, global manufacturer and supplier of highly engineered products and customized solutions, dedicated to shaping, growing and bettering the RV, marine, automotive, commercial vehicle and building products industries. We combine our strategic manufacturing capabilities with the power of our winning team culture to deliver unrivaled customer service, award-winning innovation, and premium products to all of our customers.

Why We are Different:

At Lippert, Everyone Matters. This is not just a tagline or empty promise; it is who we are. We have intentionally created a culture that values and celebrates our team members' unique and varied backgrounds, perspectives, and experiences. We strive to give our team members a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our team members.

What You will Get:

1. A unique, inclusive and supportive company culture.
2. Comprehensive benefit offerings including medical, dental, vision, 401k with employer match, vacation, and more!
3. Fair and competitive compensation.
4. Career development and mentoring and opportunities to grow.
5. Holiday, personal and vacation days.

Summary

We are looking for a customer service expert to be the first point of contact for internal and external users that contact our Service Desk. The correct candidate will carry exemplary customer service skills. They will need to provide the highest level of customer service while they answer incoming calls, and use a knowledge base tool with their technical expertise to resolve level I & level II technical issues. The Service Desk technician is to direct incidents and requests to the correct business systems teams using an innovative ticketing tool. The Service Desk Technician is responsible for escalating incidents to the correct business system in a timely manner in order to ensure the expected level of customer service is been met.

Essential Functions

1. Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
2. Respond to questions from all emails and callers.
3. Become familiar with each client and their respective applications.
4. Learn fundamental operations of commonly used software, hardware, and other equipment.
5. Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
6. Become familiar with helpdesk policies and services.
7. Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.
8. Other duties as assigned by the Service Manager.

General Requirements

1. Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
2. Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
3. Excellent oral and written communication skills.
4. Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
5. Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
6. Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
7. Ability to think around problems and come up with creative solutions is helpful.
8. Ability to work with or without direct supervision.

Operational Expectations

1. Dealing with hardware and application support queries and issues reported to the support desk
2. Take ownership and responsibility of an issue from start through to a successful resolution
3. Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
4. Dealing with queries by following departmental procedures for fault resolution
5. Ensures that supported customer accurately completes the approved work request with the date and time of submission
6. Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
7. Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas
8. Maintain adequate knowledge of operating systems and application software used to provide a high level of support
9. Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

Competencies

1. Working with People
2. Applying Expertise and Technology
3. Analyzing
4. Learning & Researching
5. Planning & Organizing
6. Delivering Results and Meeting Customer Expectations
7. Achieving Personal Work Goals and Objectives

Supervisory Responsibility

This role does not have any supervisory responsibility upon hiring.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. The employee may have to lift and/or move items over 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.

Position Type/Expected Hours of Work

This is a full-time salary position, and hours/days of work are decided by production schedules and your reporting manage.

Travel

Travel will be minimal and would be primarily local during the business day.

Required Education and Experience

1. Familiarity with the fundamental principles of ITIL/SLA.
2. Exceptional written and oral communication skills.
3. Exceptional interpersonal skills, with a focus on listening and questioning skills.
4. Support for computer hardware and any authorized desktop software
5. Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
6. When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper level support team members
7. Develop trends by monitoring and analyzing incoming calls, problems and support requests
8. Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
9. Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician
10. Identify and learn appropriate software and hardware used and supported by the organization
11. Perform post-resolution follow-ups to help requests
12. Reinforce SLAs to manage end-user expectations

Preferred Education and Experience

1. Manufacturing/industry experience.

Work Authorization/Security Clearance

Must be legally authorized to work in the United States.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, protected veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law. This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave-of-absence, access to benefits, layoff, recall, termination and other personnel matters. All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert.

Lippert's strong commitment to equal employment opportunity requires a commitment by each individual team member. Compliance with the letter and spirit of this policy is required of all team members. Violations of this policy should be immediately reported to your leader or to any member of leadership. Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.

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