Technical Support Specialist III

Johnstone Supply, Inc., the nation’s largest HVACR distribution Cooperative, has a great opportunity for a Technical Support Specialist III to join our team. Johnstone has been in business for over 60 years and has grown into an industry leader with over 450 store locations and over $3 billion in annual sales. We work with some of the largest companies in the world, including Daikin/Goodman, Honeywell, Emerson, Johnson Controls, and Fujitsu, to provide our customers with world class products, technical expertise, and quality service.

As a member of the Information Technology team, the Technical Support Specialist III is responsible for supporting the Corporate Office, Distribution Centers, Company Owned Stores, and Distributor Branch employees in the use of Information Technology by providing tier II support for all IT products and services including, hardware, software, remote access, and business applications.

Position responsibilities:

• Provides timely, professional, and high-quality customer service to users by responding to various hardware, software, networking, and other computer-related technology needs.
• Gathers information from the user, evaluates and prioritizing issues to determine which can be immediately resolved and which require escalation to appropriate IT team members.
• Maintains documentation for all IT Support calls by logging the creation, assignment, disposition, and action taken on the job into call ticket software. Continually monitors and follows-up on jobs in the ticket software through resolution.
• Provides extended application troubleshooting support to internal users, including analysis of the issue and system.
• Performs ongoing Maintenance for Operating Systems and Applications on PC’s, laptops, installation and maintenance of virus protection, backups, OS & application updates, etc.
• Performs Antivirus Administration on servers running Windows operating systems; involves evaluating log files, maintaining current virus definitions, researching issues & recommending resolution.
• Build, configure and set up of workstations and peripheral hardware; provides training to new users. Relocates existing computer equipment as needed.
• Helps maintain and upgrade existing computer images for laptops, workstations, and ship stations
• Works with external customers (Stores) to resolve issues involving Corp hosted systems and processes; set up and troubleshoot email accounts.
• Provides Company Store Specific Support – Including store ERP support, POS systems, security monitoring, and camera systems
• Routinely travels to remote locations to offer support or implementation of IT Applications, systems, and hardware to provide hands-on support as the need arises including the set-up and maintenance of computer related equipment and devices
• Develops and maintains IT Support maintenance, policies and procedures and documents common fixes to problems. Creates documentation for user procedures upon implementation of IT driven projects.
• Participates in employee training programs as directed by the Application Support Manager, Infrastructure Manager, or IT Director.

Position requirements:

• High school diploma or GED. A Bachelor’s Degree (B.S.) in Computer Science, Engineering, Management Information Systems, or other comparable area of study is preferred; at least 4 years of demonstrated experience in an IT Customer Service Role or an IT Specific area of Specialization focusing on Service and Support of Technical Systems.
• Knowledge of hardware and software in use within the organization, including Microsoft Office applications, PCs, thin clients, printers, copiers, etc.
• Experience provisioning users and managing accounts in Azure AD, Office 365, and Microsoft Active Directory.
• Technical knowledge of Network and Server based systems, Various operating systems, and an understanding of network systems
• Requires the ability to install, configure, and troubleshoot networked computer workstations, servers, systems, and programs
• Ability to provide exceptional quality and ongoing customer service.
• Ability to organize, prioritize and solve multiple issues simultaneously in a timely and efficient manner.
• Ability to develop and use systems for organizing and keeping track of information.
• High attention to Detail and Strong Problem-Solving Skills
• Ability to communicate information at all levels of an organization and to external partners.
• Ability to demonstrate considerable tact and diplomacy in dealing with others.
• Skill in technical writing for documentation purposes.
• Ability to gather information from others.

Johnstone Supply is strongly interested in hiring a great candidate that exhibits work behaviors & values that are conducive to building and maintaining a strong and effective company culture. These behaviors include:

• Customer Focused: Taking the perspective of who we serve into everything we do, anticipating their needs, and responding quickly.
• Own It: Focus on the goal and show initiative, with a sense of urgency and pride in doing things right the first time.
• One Team: We win together, with everyone playing their role and leveraging the strengths of the team.
• Innovate: Embracing and creating positive change to continuously improve and developing competitive, valuable solutions.
• Engage: Seek out and share information to make sure everyone is fully informed and aware of what they need to know to succeed.

Johnstone offers a competitive wage and benefits that include medical, dental, vision, life, LTD, 401(k) with company match, and PTO after 90 days. Our commitment to continuous improvement & investment in our people is only matched by our commitment to superior customer experience. If you are ready to take the next step in your career, apply now.

Visit our website https://www.johnstonesupply.com/our-history for more information about our growing company.

EOE