IT Onboarding Specialist

Title Summary

• IT Onboarding Specialist
• Direct Leader: Manager, Information Technology
• Information Technology

Overall Position Description

• Entry Level-Is responsible for setting up new users in our systems and configure and deploy equipment.
• Disables users as they leave the company, backs up their computers and retrieves equipment.
• Responsible for other hardware deployments as needed and employee transfers/promotions.
• The Onboarding/Offboarding Specialist consistently demonstrates a positive and hardworking attitude, a continuous commitment to personal, organizational and process improvement and the ability to build strong partnerships, one employee and one customer at a time, and by working in accordance with ELs COACHTeam core values.

Essential Functions and Results Expectations

• Demonstrates appropriate follow through to ensure customer satisfaction and necessary resolution to problems
• Follows company policies and standards
• Demonstrates appropriate composure and ability to work during times of high-ticket demand and tight deadlines
• Stays current with technologies utilized in support of business
• Conforms to all defined SOP’s
• Completes projects as assigned including but not limited to monthly / quarterly security audits
• Seeks to provide long term solutions to mitigate on-going issues
• Collaborates with leadership and co-workers to further knowledge and skills
• Seeks continuous improvement personally and as a department
• Minimizes ticket volumes through proactive communication, pre-emptive solutions, root cause resolution
• Minimizes ticket durations through efficient communication and comprehensive solutions
• Contributes to knowledge base documentation in support of the business
• Actively participates in 4DX initiatives

Essential Duties and Functions

• Actively engages in scheduling, planning and facilitating an effective one-on-one with my leader on a weekly or bi-weekly basis.
• Monitors and responds to support requests to meet SLA guidelines
• Proactively communicates issues to co-workers, leadership and internal customers as appropriate
• Accurately interprets priorities to help minimize critical business disruptions at both a user and division level
• Deploys equipment for new employees, insures and tests all equipment and necessary accounts work so that the new employee has the best experience when they start.
• Ensures that accounts are disabled quickly an accurately when an employee separates from the company.
• Meets SLA expectations for all tickets.

Essential Behaviors

• Approaches tasks with a solution mentality
• Provides top notch customer service treating everyone respectfully and professionally
• Seeks assistance as needed to further knowledge and support resolution
• Strong communication skills bot written and verbal
• Ability to work independently
• Strong attention to detail.
• Able to meet deadlines.

Requirements

• HS Diploma
• Minimum 1 year customer service.

Work Environment

• Actively contributes to a culture based on our COACHTeam core values.
• Adheres to shift assignments and appropriately hands off open tasks as needed to ensure timely, seamless, and accurate problem resolution

Physical demands

• Extended periods sitting
• Extended periods working at a computer
• Some functions require ability to lift up to 50 lbs.
• Frequent lifting of computers, monitors and other hardware as warranted in support of the business
• Frequent bending and navigating under desks to setup computer workstations.

Equal Employment Opportunity

We use the criteria of merit, qualifications, and abilities to determine hiring decisions and promotions within the organization. England Logistics does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, sexual preference, genetic information, or any other segmenting factor protected by law.