IT Support Specialist, 3rd Shift

Job Description

Our Ongoing Commitment to Diversity, Equity & Inclusion

We believe a workplace that encourages and values different voices, perspectives, and backgrounds builds better teams, better solutions, and more innovation. The goal is for every single team member to have a voice and experience a sense of belonging here, regardless of where they sit in the organization and what their background is. We look forward to your sharing your outstanding and unique talents and perspectives with us!

JOB SCOPE/ SUMMARY:

An IT Support Specialist provides enterprise-wide technical support largely via phone, e-mail, and Instant Messaging. Primary tasks are the gathering and documenting of reported issues, troubleshooting with the goal to resolve issues by the end of the call, and collaborating with or escalating to others within IT as needed.

Additionally, agents perform scheduled operational tasks to monitor various IT systems. These tasks can include remote checks and reports, as well as physical checks within our Data Center.

Our team provides 24/7 technical assistance, this position is specifically for our over-night shift.

ESSENTIAL FUNCTIONS:

Provide technical support over the phone and by e-mail, using various remote assistance tools such as screensharing and Remote Desktop.

Partner with other department personnel and management for call escalation and resolution.

Support company issued mobile devices. Ability to diagnose, resolve, or escalate reported issues with software, hardware, and various other IT supported services and platforms. Perform user setup procedures in Active Directory, Windows, Mac OS, O365, and other applications. Support Manufacturing and Distribution systems and users. Follow documented procedures and create new documentation when needed.

Troubleshoot kiosks located in The Home Depot locations and escalate to our Retail Team when necessary. Daily follow-up on open tickets and tasks.

JOB QUALIFICATIONS: EXPERIENCE/EDUCATION/TRAINING:

Educational attainment equivalent to high school graduation, supplemented by training, certification, or coursework relating to the IT field.

Work experience involving user support, and/or previous IT experience in a corporate environment is required.

KNOWLEDGE/SKILLS/ABILITIES:

As a member of a team that provides 24/7 coverage in support of the business, the ability to create detailed documentation of all symptoms reported and discovered, all troubleshooting performed, and any impact to the business is mandatory.

Basic knowledge of user support in Active Directory. User support in SAP is a plus. Knowledge of Microsoft Office 365. Including usage, installation/deployment, and support.

Considerable knowledge of Windows operating systems. Macintosh support experience is also a plus. Considerable knowledge of PC hardware and familiarity with supporting enterprise grade software and systems. Ability to both independently and collaboratively organize, coordinate, and complete tasks as needed. Ability to configure Windows operating systems, including applications, printers, and Ability to communicate clearly with other IT personnel as well as users both local and in other locations. Ability to plan, organize, prioritize and follow-up on tasks to complete work as scheduled and to meet deadlines Ability to troubleshoot computer and peripheral issues on both inbound and outbound calls Ability to produce detailed documentation as necessary Ability to investigate and solve hardware and/or software setup problems or errors. Ability to perform call triage and escalate calls appropriately using IT Ticketing Systems.

SPECIAL REQUIREMENTS: Ability to work a flexible workweek, including nights, weekends, or extended hours in order to meet production schedule requirements or provide support when required Ability to travel to remote locations for required training and onsite support

Full time

BEHR (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

BEHR is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish
E-Verify Right to Work Poster: English & Spanish

Company
Behr
Posted
11/24/2021
Salary Range
$59,000.00 - 91,000.00
per Year
Salary range estimated by
Location
Santa Ana, CA 92725, US
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