What are the responsibilities and job description for the IT Support Specialist position at Morgan Corp.?
Over the past 78 years, Morgan Corp. has expanded to one of the largest diversified heavy construction grading companies in the Southeast. With offices in SC, NC, and GA, and hundreds of employees, Morgan Corp. supports multiple projects and strives to exceed customer expectations while upholding core values.
Morgan Corp. is currently searching for a IT Support Specialist in Duncan, SC.
Position Summary:
This position provides technical support for all equipment, software, and services and assists employees by phone, email, local on-site visits, or remote access. This position assists network staff to maintain updates to hardware, software, and services.
Duties and Responsibilities:
- Provide coverage for incoming help desk calls and requests
- Prioritize and assign new help desk tickets
- Provide remote support for company-provided computer equipment, software, and services
- Provide basic user training for new installations of hardware, software, and services
- Resolve all help desk tickets assigned based on IT procedures and policies and within established SLAs
- Interact with vendors related to hardware, software, and service issues. Ensure issues are addressed and resolved within agreed upon vendor service level agreements
- Document and track all tasks along with details of all work completed in the help desk system
- Setup computer equipment and install software based on defined procedures
- Assist with the troubleshooting and repairing of problems with computer equipment and related components
- Follow all applicable internal IT policies and procedures
- Enforce company-wide IT policies when working on any computer or network equipment
- Perform other duties as assigned
Education and Experience:
- High school diploma with two (2) or more years prior experience working on an IT Help Desk or in another IT support role. Phone support experience is a plus
- Excellent customer service skills (patient, attentive, friendly, respectful, empathetic, responsive)
- Proven capability to install and configure computer hardware and software
- Able to support Windows 10 and Apple iOS operating systems
- Extensive knowledge and experience working with Windows Active Directory support tools
- Familiarity with telecommunications, networking, computer and mobile hardware
- Must be self-motivated and able to work both independently and as part of a team
- Able to troubleshoot technical issues with computer and network hardware and software utilizing built-in, in-house, and approved web-based diagnostic tools as well as web-based forums / videos / searches
- Able to have a flexible work schedule, including overtime, after hours, and weekends as necessary
Other requirements:
- While performing the duties of this job, the employee is regularly required to sit; use hands and fingers, grasp, reach with hands and arms, see, speak, and hear. Occasionally required to stand, walk, stoop, kneel, or crouch. The employee must frequently lift and/or move up to 50 pounds. Most work performed is in office environment.
- The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
- Must be able to convey information by telephone, email, and in-person; and effectively communicate in one-on-one and small group situations, which may include customers, vendors, and/or other employees
- Basic math skills required, and must be able to accurately calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages
- Proficient with Microsoft Office, including Word, Excel, and Outlook
- Able to work in a fast-paced environment while juggling multiple projects/tasks
- Ability to resolve problems involving several variables with limited supervision
