IT Support Specialist

James Imaging has been an award-winning provider of office equipment, software technologies, and services in southeast Wisconsin for over 40 years. We have been supporting our clients with tier-one products and outstanding service to ensure they have the tools to communicate and share their important documents quickly and efficiently.

We are seeking a highly organized and detail-oriented IT Support Specialist to join our dynamic administrative team. The successful candidate will be responsible for the day-to-day operational activities of IT Helpdesk, Server Infrastructure, Network Infrastructure and Cloud Services support and administration.

Essential Duties and Responsibilities

• Acts as software and hardware support to the entire organization, providing technical assistance to Service Technicians, Sale Representatives, and Administrative Staff.
• Responds to user requests for service and determines nature and extent of support needed. Provides support or refers to the appropriate staff member as needed.
• Installs, configures, maintains, and troubleshoots a wide range of software and hardware used throughout operation. Performs hardware/software upgrades to existing computer equipment as needed.
• As a member of the help desk staff, responds to software and hardware problem calls on site or over the phone for employees. Investigates error messages and determines resolution. Reinstalls program or replaces files that are causing errors. Calls software vendor or accesses online technical support to obtain software update. Investigates appropriate areas of potential problem, determine and implement resolution.
• Trains users in startup, basic and advanced use of software programs including Microsoft Office Suite, Windows Operating Systems, IOS, and other organizational supported software.
• Perform light project management and implementation tasks as provided by the companies IT Manager allowing for greater technology growth within the organization.
• Maintaining server, network and cloud infrastructure technical and disaster recovery documentation.
• Perform Disaster Recovery and testing relating to companies technology implementations.
• Maintains up-to-date expertise in the operation and application of the commonly used hardware and software used within the organization.
• Ensure smooth employee onboarding experience by configuring technology leading up to the hire date and providing basic equipment training post hire date.
• Performs other related duties as required to accomplish the objectives of the position.
• Serve as primary administrator for the company's Sales ERP platform and any related ancillary or integrated products.

Qualifications

Knowledge and Skills

• A strong understanding of basic concepts, practices and procedures of software support.
• Must understand installation, configuration and troubleshooting processes for software, hardware, networking and accessory equipment.
• Requires sufficient analytical skills to assess problems or unusual situations and develop solutions.
• Prefer knowledge of how to assemble and disassemble personal computer, server and networking components, including cabling.
• Knowledge of the Microsoft Server Suite and relating roles and features.
• Strong knowledge of Layer 2 and Layer 3 networking concepts.
• Moderate to Advanced skills using Microsoft Office Suite including Microsoft Visio and Microsoft Project.
• Demonstrated track record of superb customer service skills and conflict resolution skills
• Working knowledge of PC's, Network Hardware, Operating Systems, Software and Network communication protocols.
• Advanced knowledge and experience troubleshooting in a Windows environment.

Abilities:

• Requires the ability to independently perform all of the duties of the position efficiently and effectively.
• Must be able to install, configure, troubleshoot and maintain all of the software applications and peripheral equipment used at the organization.
• Must have strong customer-service, oral and written communication, technical documentation, time-management, and project management skills.
• Read, interpret and apply information from technical manuals and other materials.
• High degree of honesty and integrity.
• Ability to work effectively alone and within a small team environment.
• Ability to portray a confident, friendly and helpful image verbally and in person to callers and visitors of James Imaging Systems.
• Handle stressful situations and provide a high level of customer service in a calm and professional manner.
• Ability to quickly understand complex problems and devise effective solutions.
• Willing to maintain and create application and process documentation.
• Ability to prioritize effectively based on Urgency and Impact.

Required Education and Experience

• AS degree in computer related field plus two years relevant experience; a BS degree in computer science or related discipline; or the combination of education and experience that enables performance of all aspects of the position.
• Certification as an IT Support Specialist will be an advantage (CompTIA, Microsoft, Cisco)

What We Offer:

• Competitive pay
• Comprehensive benefits package, including health, dental, and vision insurance.
• Opportunities for professional development and career advancement.
• A supportive, family-oriented work environment.

Benefits:

• Medical / Dental / Vision Insurance
• Competitive Paid Time Off Schedule
• Company Paid Long Term Disability and Life Insurance
• Voluntary Short-Term Disability, Additional Life Insurance and Accidental Coverage
• Matching 401K
• Company Paid Volunteer Day
• Much More!

Equal Opportunity Employer:

James Imaging is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other characteristics protected by law. We encourage applications from individuals of all backgrounds and experiences.