Device User Support Specialist Job at Penn Line Enterprises, Inc.
Job Description
I. Job Overview and General Purpose
The Device User Support Specialist supports Office and Field employees by procuring, preparing, supporting, and maintaining devices to facilitate information needs as well as providing front line support for end user technology needs and issues via the company helpdesk.
II. Essential Duties and Responsibilities
- Serves as a role model of excellent customer service by responding constructively to the needs of all those he/she interacts with daily on behalf of the organization.
- Supports end user device related needs by maintaining, troubleshooting, and repairing, or replacing devices as problems are identified.
- Manages device condition by facilitating upgrades and updates of devices.
- Facilitates the end user s capability by providing support and training for the devices and related software and promptly responding to requests for assistance.
- Maintain inventory of IT equipment deployed in the office and field.
- Create email accounts for new employees as needed and disable email accounts for separated employees.
- Maintain 2 Factor Authentication protocols to maintain network security.
- Support data operations and processing when necessary.
- Other responsibilities as assigned.
III. Minimum Qualifications:
- Minimum of 2 years of successful experience in a related position.
- Education/Experience: Associate s Degree, or equivalent combination of education and experience.
- Technical Skills: Advanced knowledge of devices, spreadsheet software, ERP software and Internet browsers; Capability to resolve complex problems through remote and in-person intervention.
- Managerial Skills: Strong customer care capabilities.
- Problem Analysis: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
- Adaptability: Ability to prioritize and process initiatives effectively.
- Critical Thinking: Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Judgement: Ability to reach logical conclusions based on established evidence. Able to exhibit a high level of confidentiality.
- Drive: Demonstrates personal accomplishment and a desire to excel; Set and maintain ambitious standards for achievement; Take ownership of position and decisions. Must be able to identify and resolve problems in a timely manner.
- Other skills and abilities: Excellent oral and written communication skills; ability to handle confidential information; superior organization skills; and attention to detail; Reliably complete work and self-manage in a remote work environment.
IV. Physical Demands
The physical demands described here 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.
- Light lifting (up to 25 lbs.) Ability to hear (aid permitted)
- Sitting 6-7 hours per day Ability to write messages
- Occasional kneeling or bending Ability to speak clearly
- Ability to travel into operations Ability to see
V. Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Primarily, work is performed inside, in an office setting, and from a home office. Infrequent travel to industry events and operational jobsites may be necessary.
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