It Technical Support Specialist

This is a position with WM Technologies, LLC which sells Weil-McLain® branded products. Weil-McLain® is a leading North American Brand of hydronic comfort heating systems for residential, commercial and institutional buildings since 1881.Weil-McLain is a leading North American Brand of hydronic comfort heating systems for residential, commercial and institutional buildings since 1881. The related companies have manufacturing facilities in Michigan City, Indiana and Eden, North Carolina, along with regional sales offices throughout the United States and an administrative office in Burr Ridge, Illinois. Building on a reputation of quality and innovation, we are committed to creating Simplified Solutions for our Complex World™.

Job Summary

The Technical Support Specialist is responsible for delivering IT services to end users in accordance with service level targets for incidents and request fulfillment for their respective geographical zone. The Technical Support Specialist provides excellent customer service skills to all end users with the goal to resolve incidents and service request at first contact.

The Technical Support Specialist is knowledgeable with the standard concepts, and procedures within information technology with proven technical expertise in the support of end user hardware, software, peripherals, copiers, scanners, including, but not limited to mobile devices. Technical Support Specialist must be very hands-on with technology, work well with virtual team members, and possess the ability to solve technical problems with limited assistance.

Principle Duties And Responsibilities

• Participates in the review of Service Delivery reports and metrics to make recommendations or initiate procedures to improve unsatisfactory results.
• Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, mobile devices and peripherals in accordance with IT operations policy and procedures.
• Communicates prompt and accurate status of assigned incidents, requests, and project work to IT operations management in accordance with procedure.
• Manages the lifecycle (ticket generation to closure) of all incidents and service requests for their affected end users, which includes, but is not limited to the assessment of impact and urgency, accurate description, contact information, assignment to the appropriate resolver group, resolution code, and verification with the end user that ticket may be closed.
• Maintains inventory and orders end user hardware, software, services, and peripherals in accordance purchasing policies.
• All duties as directed or modified.
• Tracks and manages IT assets (logical and physical) in accordance with IT operations policy and procedures.
• Utilizes the company service desk system to log, and close user incidents and requests.
• This position will work to support the SPX IT Security Policies.
• Resolves incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service.
• Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements.
• Escalates incidents to the appropriate IT operations resources in accordance with established procedure.
• Assists in the training of end users on desktop productivity software and other applications in accordance with IT operations policy and procedures.
• Creates and maintains document repository of fixes, installation procedures, technical tips, and other office technology processes
• Identifies, researches, and assists with implementation of new technologies in accordance with IT operations policy and procedures.
• Follows company policy with regard to internal controls as well as complies with SPX policies to ensure that the employee and the company act legally and with the highest standards of ethics and integrity.
• Provides set-up, support, and verification of multi-media functionality for conference calls and auditorium (large meetings) business unit presentations.
• Provides level 1 and 2 services for local area network and telecommunication device in accordance with IT operations policy and procedures.

Knowledge, Skills & Abilities

• Proficient with desktop toolset including, but not limited to LANDesk, Quest (ARS), Service Desk, etc.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Take-charge individual with lots of energy.
• Must be highly self-motivated, self-directed, exhibit strong initiative and be attentive to detail.
• Excellent customer service skills and customer focus.
• Proficient with current windows-based desktop, hardware, software, networking and peripherals including, but not limited to, Microsoft products, desktops, laptops, VPN, printers, fax machines, video conferencing, telecommunications devices including mobile devices, local area network, etc.
• Excellent verbal and written communication skills with the ability to present ideas in both business-friendly and user-friendly language.
• Flexibility and adaptability to changing requirements dictated by business and IT requirements.

Education And Experience

Required Education / Experience

• 2-4 years of experience in a related position in a corporate environment
• Experience with Desktop, LAN and telecommunications devices including mobile devices
• Bachelor Degree in IT or business related field or the recognized equivalent in work experience or self-study

Preferred Education / Experience

• Microsoft, A+, Cisco (Certifications)
• Prior experience supporting executives and/or working in a professional environment
• ITIL

Thank you for your interest in our company.