IT Support Specialist

Description:

Forney Industries is one of America’s longest operating family-owned welding and metal working product companies. Forney is celebrating over 90 years and introduced the first publicly available arc welder in the 1940’s. With such a longstanding history, it’s safe to say that Forney Industries has been there for welders and metalworkers since the beginning of the trade. Headquartered in Fort Collins, Colorado, the company now offers more than 5,000 products for the automotive, hardware, farm and ranch, and do it yourself markets. Distributing products to all 50 states, Forney has an extensive customer network and is committed to providing the highest standard of products and customer service possible.

Employee benefits including: 401K and Profit Sharing. Medical, Dental, Vision, Life, and Pet insurance. Flex spending accounts as well as other optional plans.

Hourly range: $23.00-$31.00

Application

• You are uninspired by the “corporate-America” model, but love building strong coworker relationships while wearing jeans
• You are committed to the best Customer Service on the planet, and all the other employees in the company are your customers
• You enjoy seeing how your work impacts the organization
• You love accomplishing your daily task list as much as you love dogs
  
  

Description

Summary:

As a member of the IT Team at Forney Industries, the IT Support Specialist is responsible for reviewing and performing initial triage of all incidents and requests that come into the service desk. This role is responsible for routing tickets to appropriate team members when first time resolution is not possible. This role supports the on-boarding of all new users into the Forney technology ecosystem and prepares the respective equipment and system accounts to ensure users are operational. Provides day-to-day support to end user workstation hardware and off-the-shelf software. Manages and supports all end-user mobile devices deployed in the field. The Support Specialist also has responsibilities helping with the maintainability of hardware lifecycle, workstation operating systems patching while ensuring all cybersecurity applications are up to date (spam filter, virus protection and 2FA). As a member of the IT department, the Support Specialist will participate in IT team projects and other assigned duties as needed. The Forney user base consists of over 130+ associates located over three sites spanning two states, plus a sales force of 70+ associates that are distributed throughout the United States.

Requirements:

Essential Duties and Responsibilities:

• Desktop Support.
• Printer Management.
• Present recommendations and improvements for user systems.
• Mobile Device Support (iOS/Android).
• Generate and follow IT support documentation.
• Log and triage of Service Desk tickets & calls.
• Communicate updates during/after the resolution of incidents or problems.
• Ensure response times are quick and effective.
• Escalate issues to other IT team members.
• Support the on/off boarding of all users and other related activities
• Special Projects as Assigned
  
  

Education And/or Experience:

High School Diploma minimum, some college and/or bachelors decree highly desired, technical training, and/or certifications strongly desired; Experience supporting Windows Server/Workstation Operating Systems; strong knowledge of Microsoft Office suite and Microsoft technologies in general. 0-2 years’ experience in customer service, support, or help desk type environment considered a plus.

Other Skills And Abilities:

• Ensure Initial response and resolution for issues is within established Service Level Agreements.
• The ability to organize and manage multiple priorities across incidents or requests.
• The ability to handle basic/moderate issues.
• Possesses beginning-to-working knowledge of the subject matter this role is responsible for.
• Excellent interpersonal and communication skills.
• Ability to communicate technical concepts in a non-technical fashion.
• Always maintain confidentiality.
• Strong organizational skills.
• The ability to work independently, possess excellent analytical skills and enjoy detail-oriented work is desired.
  
  

Language & Mathematical Skills:

Ability to read, analyze and interpret general business publications, professional journals, technical procedures, governmental regulations, safety rules, operating and maintenance instructions, procedure manuals, capable of writing reports, business correspondence and procedure manuals. Be able to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Ability to use concepts of basic algebra and geometry to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, ratio, rate, area, circumference and volume

Reasoning Ability:

Ability to define problems, collect data, establish facts and draw valid conclusions. Capable of interpreting an extensive variety of technical instructions in mathematical or diagram form, and deal with several abstract or concrete variables.

Be able to interpret a variety of instructions furnished in written, oral, diagram or virtual on-line classroom. Must be a self-starter and able to perform tasks without direct supervision. Demonstrates accuracy and thoroughness and monitors own work to ensure quality.

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. While performing the duties of this job, the employee is frequently required to stand, walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision and peripheral vision.

Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually low to moderate. The work environment is a traditional office setting with occasional need to perform duties in a manufacturing / packaging/ production environment. While performing the duties of this job, the employee may be exposed to work near moving mechanical parts or fumes/airborne particles, risk of electrical shock and vibration. Office dress is business casual.