Position Summary:The IT Support Specialist I will demonstrate strong troubleshooting skills, possess a passion for customer service, and maintain a true desire to deliver results with a sense of urgency, utilizing best practices, technical skills, technical experiences, common sense, and best judgment.

Essential Duties & Responsibilities:

All areas of responsibility listed below are essential to the satisfactory performance of this position, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in "other related duties as assigned":

• Provide IT generalist support to customers while building greater technical understanding and awareness.

• Document and resolve incoming service requests and alerts, including escalations and manufacturer support.

• Collaborate with colleagues to achieve superior customer service.

• Answer support phone calls on a daily basis.

• Increase responsiveness and implement permanent resolution of issues by identifying trends in service histories.

• Create and publish documentation in the knowledge base.

• Contribute to and maintain system, installation, and configuration standards and procedures.

• Share newly acquired information with peers to improve support team capabilities.

• Comply with internal security controls and procedures for Loffler and customers.

• Provide mentoring and training of other engineers.

• Monitor service boards and work service requests or route to appropriate team members.

• Approach technical issues with root cause discovery and resolution in mind.

• Other related duties as assigned.

Qualifications/Requirements:

• Strong attention to detail and follow through skills.

• Excellent customer service, communication, and troubleshooting skills.

• Demonstrate excellence in time management and organizational skills.

• Confident, professional phone presence.

• Aptitude for creative and alternative solutions.

• Strong desire to learn, demonstrating independent initiative in seeking new knowledge.

• Strong team player.

• Good judgment and technical common sense.

• Proficient in server and workstation hardware, operating systems, and software.

• Basic understanding of networking.

• Beginner technical skills across a wide range of products within our product stack.

Education/Experience:

• Associate's or Bachelor's degree in IT or related technical field (i.e. Computer Science, Engineering) and/or 2-3 years IT support experience.

• Associate or intermediate level technical certification(s) preferred.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Work Conditions:

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.

• High energy position dealing with clients on a daily basis.

• Requires occasional evening and/or weekend work for both scheduled and on-call activities.

• Ability to lift 40 pounds.

For information on the physical demands of this job, see Human Resources.

Loffler Core Values

What Defines our Culture.

• Positive Attitude: Be Part of the Solution. Put Extra Effort in All You Do. Everything You Do Matters. Be a Team Player.

• Integrity: Live the Mission. Be Honest. Deliver on Commitments. Do What is Right.

• Innovation:Be a Visionary. Welcome New Ideas. Work Smarter.

• Customer First Focus: Exceed Expectations. Delight Our Clients. Bring Value Every Day. Always Do a Good Job.

• Professionalism: Commit to Excellence. Learn & Improve. Looks and Words Matters. Best in Industry; Field Expert.

• Drive for Results: Performance-Orientated. Hard-Working. Refuse to Lose. Accountable.

• Trustworthiness:Dependable & Reliable. Honor Commitments. Quality Counts.

Loffler Companies is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace.