IT Support Specialist

Job Description

Job Description

Chervon is one of the world’s largest power tool and outdoor power equipment manufacturers with a rich history of innovation. Chervon’s commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We design, engineer and market power tools and outdoor power equipment within our brand portfolio- EGO, FLEX and SKIL and for other highly respected private brands. With world-class R&D, design, manufacturing, supply chain, marketing, sales, and service teams throughout the world, we do it all.

Summary of Responsibilities:
Provide technical support to external and internal customers relating to personal computers and desktop applications. Evaluate functional requirements and support on-going effective utilization of applications. This role requires external vendor interactions for support of IT service delivery.

Key Job Responsibilities:

• Support Windows and Mac desktop applications, including user interface, word processing, spreadsheet, database and application system integration tools.
• Set up, upgrade and install desktops and laptops. Configure, test, and install hardware, operating systems, peripherals and application software. Solid understanding of PC Imaging concepts and systems.
• Provide desktop technical support to all external and internal customers. Evaluate desktop (personal computers, printers, faxes, etc.) requirements and issues; and identify and recommend/implement corrective action.
• Assist IT applications group in support of administrative applications including Office 365, Adobe Cloud Services, etc.
• Support VOIP phone system for call center.
• Support IT service requests and hardware procurement including New Hire setups and Separation removals. Work closely with the Network and System engineers (Regional & Global) in supporting the day-to-day operations of IT infrastructure. Utilize and have solid understanding for using IT Service Management tools & ticketing systems.
• Provide administration and support of:
  • Active Directory, DNS, DHCP, etc.
  • ShoreTel Telephony systems
• Communicate project/request status and issues to IT management and IT customers. Notify management of issues and recommended solutions to ensure projects are completed, on-time, on-budget, and meeting project requirements from the business customer (in scope).
• Develop/identify training manuals and in-person sessions; coordinate training of users on desktop applications. Responsible for keeping support documentation current and published for team collaboration.
• Maintain up-to-date knowledge and awareness of company labs and desktop application products and trends.
• Support Microsoft Azure Cloud and Mitel phone system.
• Undertake responsibility and authority to identify departures from the quality system or test procedures and document such observations in accordance with the prescribed complaint system.
• Lead and/or assist with projects including new site implementations related to networking, computer/printer connectivity, and telephony.
• Perform other duties as assigned.

Required Education and Experience:

• Minimum of 1-3 years of relevant experience.
• Understanding of networking concepts and VOIP phone system setup.
• Have a broad knowledge of personal computers (Windows and Mac), both hardware and software, preferably in a Microsoft network environment.
• Have a general knowledge of the Internet and related services such as e-mail and be able to assist users.
• Ability to configure, install and troubleshoot hardware and peripherals is required.
• Have a broad knowledge of Windows, Microsoft Office 365 and Mac. Technical certifications a plus.
• Excellent verbal and written skills are required to deliver exceptional customer service.

Travel:
Less than 10%.

Work Environment:
This job operates in professional office, retail, and outdoor environments as well as virtually. Chervon North America operates in a casual and fun environment. We offer a very competitive benefits package including health, dental, vision, short/long-term disability, life insurance, parental leave, a generous 401(k) match, an open PTO program and a hybrid work environment.

We think Chervon is a great place to work! Be part of our new future! Better Tools. Better World.

Chervon North America, Inc. is an Equal Employment Opportunity Employer committed to hiring a diverse workforce. We consider all applicants for employment without regard to race, age, religion, color, marital status, national origin, sexual orientation, disability, gender, pregnancy, military status, order of protection status, transgender status, genetic information, or any other category protected by law.

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